A call centre or call center is a managed capability that can be centralised or remote that is used for receiving or transmitting a large volume of enquiries by telephone. An inbound call centre is operated by a company to administer incoming product or service support or information inquiries from consumers. Outbound call centres are usually operated for sales purposes such as telemarketing, for solicitation of charitable or political donations, debt collection, market research, emergency notifications, and urgent/critical needs blood banks. A contact centre is a further extension of call centres telephony based capabilities, administers centralised handling of individual communications, including letters, faxes, live support software, social media, instant message, and email.
An automated call distribution system, commonly known as automatic call distributor or automatic call dispatcher (ACD), is a telephony device that answers and distributes incoming calls to a specific group of terminals or agents within an organization. ACDs direct calls based on parameters that may include the caller's telephone number, the number they dialed, the time of day or a response to an automated voice prompt. Advanced ACD systems may use digital technologies such as computer telephony integration (CTI), computer-supported telecommunications applications (CSTA) or IVR as input to determine the route to a person or voice announcement that will serve the caller. Experts claim that "the invention of ACD technology made the concept of a call centre possible."
Automation describes a wide range of technologies that reduce human intervention in processes, mainly by predetermining decision criteria, subprocess relationships, and related actions, as well as embodying those predeterminations in machines. Automation has been achieved by various means including mechanical, hydraulic, pneumatic, electrical, electronic devices, and computers, usually in combination. Complicated systems, such as modern factories, airplanes, and ships typically use combinations of all of these techniques. The benefit of automation includes labor savings, reducing waste, savings in electricity costs, savings in material costs, and improvements to quality, accuracy, and precision.
Machine learning (ML) is a field of study in artificial intelligence concerned with the development and study of statistical algorithms that can learn from data and generalize to unseen data and thus perform tasks without explicit instructions. Recently, artificial neural networks have been able to surpass many previous approaches in performance.
A self-driving car, also known as an autonomous car (AC), driverless car, robotaxi, robotic car or robo-car, is a car that is capable of operating with reduced or no human input. Self-driving cars are responsible for all driving activities, such as perceiving the environment, monitoring important systems, and controlling the vehicle, which includes navigating from origin to destination.
The food industry is a complex, global network of diverse businesses that supplies most of the food consumed by the world's population. The food industry today has become highly diversified, with manufacturing ranging from small, traditional, family-run activities that are highly labour-intensive, to large, capital-intensive and highly mechanized industrial processes. Many food industries depend almost entirely on local agriculture, animal farms, produce, and/or fishing.
Algorithmic trading is a method of executing orders using automated pre-programmed trading instructions accounting for variables such as time, price, and volume. This type of trading attempts to leverage the speed and computational resources of computers relative to human traders. In the twenty-first century, algorithmic trading has been gaining traction with both retail and institutional traders. A study in 2019 showed that around 92% of trading in the Forex market was performed by trading algorithms rather than humans.
An automated trading system (ATS), a subset of algorithmic trading, uses a computer program to create buy and sell orders and automatically submits the orders to a market center or exchange. The computer program will automatically generate orders based on predefined set of rules using a trading strategy which is based on technical analysis, advanced statistical and mathematical computations or input from other electronic sources.
Robotics is the interdisciplinary study and practice of the design, construction, operation, and use of robots.
Amazon Robotics LLC, formerly Kiva Systems, is a Massachusetts-based company that manufactures mobile robotic fulfillment systems. It is a subsidiary of Amazon.com. Its automated storage and retrieval systems have been used in the past by companies including The Gap, Walgreens, Staples, Gilt Groupe, Office Depot, Crate & Barrel, and Saks 5th Avenue. Employees of Erstwhile Kiva now only work in Amazon warehouses.
High-frequency trading (HFT) is a type of algorithmic trading in finance characterized by high speeds, high turnover rates, and high order-to-trade ratios that leverages high-frequency financial data and electronic trading tools. While there is no single definition of HFT, among its key attributes are highly sophisticated algorithms, co-location, and very short-term investment horizons in trading securities. HFT uses proprietary trading strategies carried out by computers to move in and out of positions in seconds or fractions of a second.
An automated restaurant or robotic restaurant is a restaurant that uses robots to do tasks such as delivering food and drink to the tables and/or cooking the food.
Technological unemployment is the loss of jobs caused by technological change. It is a key type of structural unemployment. Technological change typically includes the introduction of labour-saving "mechanical-muscle" machines or more efficient "mechanical-mind" processes (automation), and humans' role in these processes are minimized. Just as horses were gradually made obsolete as transport by the automobile and as labourer by the tractor, humans' jobs have also been affected throughout modern history. Historical examples include artisan weavers reduced to poverty after the introduction of mechanized looms. During World War II, Alan Turing's bombe machine compressed and decoded thousands of man-years worth of encrypted data in a matter of hours. A contemporary example of technological unemployment is the displacement of retail cashiers by self-service tills and cashierless stores.
Googled: The End of the World as We Know It is a book published in 2009 by American writer, journalist and media critic Ken Auletta. It examines the evolution of Google as a company, its philosophy, business ethics, future plans and impact on society, the world of business and the Internet.
Marketing automation refers to software platforms and technologies designed for marketing departments and organizations automate repetitive tasks and consolidate multi-channel interactions, tracking and web analytics, lead scoring, campaign management and reporting into one system. It often integrates with customer relationship management (CRM) and customer data platform (CDP) software.
Automated journalism, also known as algorithmic journalism or robot journalism, is a term that attempts to describe modern technological processes that have infiltrated the journalistic profession, such as news articles and videos generated by computer programs. There are four main fields of application for automated journalism, namely automated content production, Data Mining, news dissemination and content optimization. Through artificial intelligence (AI) software, stories are produced automatically by computers rather than human reporters. These programs interpret, organize, and present data in human-readable ways. Typically, the process involves an algorithm that scans large amounts of provided data, selects from an assortment of pre-programmed article structures, orders key points, and inserts details such as names, places, amounts, rankings, statistics, and other figures. The output can also be customized to fit a certain voice, tone, or style.
Julia Angwin is an American investigative journalist, author, and entrepreneur. She co-founded and was editor-in-chief of The Markup, a nonprofit newsroom that investigates the impact of technology on society. She was a staff reporter at the New York bureau of The Wall Street Journal from 2000 to 2013, during which time she was on a team that won the Pulitzer Prize in journalism. She worked as a senior reporter at ProPublica from 2014 to April 2018, during which time she was a finalist for the Pulitzer Prize.
Algorithmic management is a term used to describe certain labor management practices in the contemporary digital economy. In scholarly uses, the term was initially coined in 2015 by Min Kyung Lee, Daniel Kusbit, Evan Metsky, and Laura Dabbish to describe the managerial role played by algorithms on the Uber and Lyft platforms, but has since been taken up by other scholars to describe more generally the managerial and organisational characteristics of platform economies. However, digital direction of labor was present in manufacturing already since the 1970s and algorithmic management is becoming increasingly widespread across a wide range of industries.
Virginia Eubanks is an American political scientist, professor, and author studying technology and social justice. She is an associate professor in the Department of Political Science at the University at Albany, SUNY. Previously Eubanks was a Fellow at New America researching digital privacy, economic inequality, and data-based discrimination.
Automated decision-making (ADM) involves the use of data, machines and algorithms to make decisions in a range of contexts, including public administration, business, health, education, law, employment, transport, media and entertainment, with varying degrees of human oversight or intervention. ADM involves large-scale data from a range of sources, such as databases, text, social media, sensors, images or speech, that is processed using various technologies including computer software, algorithms, machine learning, natural language processing, artificial intelligence, augmented intelligence and robotics. The increasing use of automated decision-making systems (ADMS) across a range of contexts presents many benefits and challenges to human society requiring consideration of the technical, legal, ethical, societal, educational, economic and health consequences.
