Management by Algorithm: Will AI be your new boss?

For now, this takes the form of AI software providing real-time performance feedback. Cognito is one such example, working in call centres to make workers more effective when engaging with callers. Emoji pop-ups tell a worker how they are performing, like prompting them to be more empathetic, based on the AI's real-time analysis of calls. The software has been a hit at insurer MetLife, which uses it with 1,500 call centre employees and, since deployment, has experienced a 13 per cent increase in customer satisfaction. Using AI to provide real-time feedback can also have other benefits.