Using artificial intelligence for workforce automation is important but getting it right at the outset can be challenging.

That was the main message from Barbara Steel, managing director of EY, speaking at the opening session of the annual IoT Evolution Expo.

“The workforce needs more AI-driven automation,” said Steel, speaking at the Broward County Convention Center here in Fort Lauderdale, Florida.

As to AI benefits in human resources, Steel cited the automation of manual tasks so employees can focus more on value-additive tasks, the ability for future workforce planning, cost savings and greater efficiencies in the recruitment process.

Robotic process automation (RPA) is needed in the context of outdated landscape systems, large transformation projects and citizen expectations, according to Steel, who said RPA is best used to complete manual, repetitive tasks.

However, for the full benefit of RPA systems, Steel said businesses need to get it right by having a clear business case, process assessment and refinement and leadership engagement.

Examples of commercial forms of AI mentioned by Steel included personal assistants, unmanned autonomous vehicles and sales agents with other benefits including scheduling assistants, employee recruitment, customer service, logistics booking and expenses management. 

EY uses RPA internally and partners with technology companies to market it to some clients, said Steele, noting that it is not suitable for all organizations.

“People still have concerns with artificial intelligence,” said Steel.