Understanding artificial intelligence (AI)

What is artificial intelligence?

Artificial intelligence (AI) is when computers carry out tasks you would usually expect to be done by a human. These systems can process vast amounts of data to find patterns, make predictions, generate content, or assist with decision-making.

At its simplest, AI is a set of computer programs designed to mimic human-like abilities such as learning from experience, recognising patterns, and making judgements based on data.

Different types of AI in the workplace

Generative AI is a type that can create new content – like text, images, or audio – based on patterns it’s learned from existing data. Examples include ChatGPT, which can write reports, answer questions, or summarise documents.

Algorithmic management is when AI carries out or assists with management functions. This could include scheduling staff shifts, allocating tasks, monitoring performance, or even making decisions about hiring, discipline or promotions.

Automation uses AI to perform routine tasks previously done by humans, from processing paperwork to analysing complicated data sets.

How AI works – the basics

AI systems work by:

• Using data It learns from large amounts of data to identify patterns.
• Following algorithms These are sets of rules or instructions that tell the system what to do.
• Making predictions The system uses patterns in data to predict outcomes.
• Taking actions or generating outputs The system produces decisions, content, or recommendations.
  For example, an AI system used in recruitment might analyse the CVs of successful employees, identify patterns in their qualifications and experience, and then use those patterns to score and filter the CVs of new applicants.

How AI is used in workplaces today

AI is already present in many workplaces, often in ways that aren’t immediately obvious:

• Recruitment and hiring AI systems screening CVs and applications, conducting initial interviews, or matching candidates to jobs.
• Work allocation and scheduling Tools that determine who does what work and when, sometimes using complex algorithms to predict demand.
• Performance monitoring Systems tracking work activities, analysing productivity metrics, or monitoring workplace communications.
• Service delivery AI helping to diagnose medical conditions, process benefits applications, or provide initial responses to inquiries.
• Administrative support Tools that summarise meetings, draft correspondence, or organise information.