Council to use AI to answer some phone queries
https://www.bbc.com/news/articles/c0vj5444p5qo
A council will begin using artificial intelligence (AI) to help answer residents’ queries over the phone.
Breckland Council in Norfolk said "Bobbie, the Phone Bot" would initially provide information on council tax issues but would be expanded to include housing, business support and planning matters by the end of the year.
The Conservative-run council said it would enable customer service call handlers to "focus on more complex cases" during normal office hours.
Harry Clarke, leader of the opposition Labour Group, said he would monitor the new service to ensure it worked effectively.
AI allows computers to learn and solve problems.
The council said it first started using Bobbie technology last year when it began answering questions through the council's website.
It claimed that in 85% of cases, Bobbie was able to resolve a queries without having to refer them for further help.
It described the technology as "a great success".
Mr Clarke, a ward councillor in Dereham, said: "Any innovation is to be commended, especially if it helps to make us spend our money more wisely, but it's important that people can still speak to a person when they need to connect with a specialist officer or department.
"I will be looking personally for feedback from residents to make sure this system is working effectively and giving people the right information in a timely way."
The service, which will be available 24-hours of the day, will begin on 21 February.
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AI hiring tools may be filtering out the best job applicants
https://www.bbc.com/worklife/article/20240214-ai-recruiting-hiring-software-bias-discrimination
As firms increasingly rely on artificial intelligence-driven hiring platforms, many highly qualified candidates are finding themselves on the cutting room floor.
Body-language analysis. Vocal assessments. Gamified tests. CV scanners. These are some of the tools companies use to screen candidates with artificial intelligence recruiting software. Job applicants face these machine prompts – and AI decides whether they are a good match or fall short.
Businesses are increasingly relying on them. A late-2023 IBM survey of more than 8,500 global IT professionals showed 42% of companies were using AI screening "to improve recruiting and human resources". Another 40% of respondents were considering integrating the technology.
Many leaders across the corporate world hoped AI recruiting tech would end biases in the hiring process. Yet in some cases, the opposite is happening. Some experts say these tools are inaccurately screening some of the most qualified job applicants – and concerns are growing the software may be excising the best candidates.
"We haven't seen a whole lot of evidence that there's no bias here… or that the tool picks out the most qualified candidates," says Hilke Schellmann, US-based author of the Algorithm: How AI Can Hijack Your Career and Steal Your Future, and an assistant professor of journalism at New York University. She believes the biggest risk such software poses to jobs is not machines taking workers' positions, as is often feared – but rather preventing them from getting a role at all.
Some qualified job candidates have already found themselves at odds with these hiring platforms.
In one high-profile case in 2020, UK-based make-up artist Anthea Mairoudhiou said her company told her to re-apply for her role after being furloughed during the pandemic.
She was evaluated both based on past performance and via an AI-screening program, HireVue. She says she ranked well in the skills evaluation – but after the AI tool scored her body language poorly, she was out of a job for good. (HireVue, the firm in question, removed its facial analysis function in 2021)
Other workers have filed complaints against similar platforms, says Schellmann.
Derby City Council to save £200,000. through job losses due to AI
https://www.bbc.com/news/uk-england-derbyshire-68208979
A city council says it will save £200,000 by losing four full-time equivalent agency jobs due to artificial intelligence (AI).
Derby City Council said agency workers in the customer management department were being reduced.
The council's chief executive Paul Simpson said out of a 3,000-person workforce, "it's a very small number".
Conservative councillor Matthew Holmes said he was concerned about more possible future job losses due to AI.
The Labour-run council told the Local Democracy Reporting Service in January that no savings were coming from a "compulsory staffing reduction".
And last week, the governor of the Bank of England said AI would not be a "mass destroyer of jobs".
A freedom of information (FOI) request has found during the 2022-23 financial year, two full-time equivalent positions were lost in the department that deals with customer queries, reports, applications and payments at the council.
Meanwhile, "contractor workload" was decreased in the revenues and benefits department, due to automated telephone and webchat services Darcie and Ali.
The same savings are being made for the current 2023-24 financial year.
Mr Simpson said AI had the "potential to revolutionise" the authority's services.
He said: "We are looking to use artificial intelligence to help us deliver services to our customers in a way that reduces the cost and provides 24/7 access to a lot of our services."
Mr Simpson added "from our perspective, there are very, very few job losses" and said using AI was about "streamlining" processes, so the workforce could concentrate on the more complex and strategic activities.
He said contractors and agency staff were not permanent - "they are extra capacity that we bring in to help manage workload".
"By using AI, we can do away without the need for that extra cost," he said.
'Going to change'
In response, Mr Holmes said: "It is a good thing if it works because it will deliver efficient services.
"The bad thing is, if it doesn't work very well, residents don't get the services or support they need. Also, it is taking away the human element... therefore they are out of the authority and have lost their job potentially.
"Jobs are going to change and AI is going to take jobs away from those who are currently carrying them out.
"We need to ensure those people can gain skills to move into another area of the business or work with AI."
Mr Holmes added the council's 2024-25 budget plans nearly £4m of savings through AI.
He said: "We feel it is high risk... to base your budget on something which effectively no-one else has done before."
More at
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