Meeting the challenge of automation with soft skills

Intelligent software is replacing humans doing repetitive and routine machine-focused jobs such as switchboard operators, front-desk hotel assistants, typists, manufacturing production and packaging operatives. We are even starting to see robots take and deliver orders at restaurants, provide banking assistance, serve coffee and drive cars. Increasingly, artificial intelligence (AI) is encroaching into knowledge worker roles. In the legal sector, AI is carrying out routine contract review work. In the financial and insurance sectors, intelligent apps are creating new business models that replace many of the activities of sales representatives, by cross-selling to consumers through the app, for example.