OCTOBER 2019CIOAPPLICATIONSEUROPE.COM8IN MYOPINIONe live in a fabulous era of technological achievements. Practically something new, something better emerges every day. But can we catch up? The speed of innovation recently outpaces the capacity of many individuals and teams to adapt to it. That is why the playing field for business is changing.In the past several years things like big data, transformation, digitalization, artificial intelligence (AI) and robotic process automation (RPA) turned from fantasy into reality. These trends influenced the future of many business sectors, including the managed services industry.Once stuff from the books and movies, AI is becoming a reality in today's world. It is already here in fact--all around us. From big data to our personal devices, from workplaces and manufacturing automation to intelligent home systems and even healthcarepowerful processing units and next-level software algorithms are making our lives easier in an unprecedented ways and pace.And here comes the question: should we be afraid of AI?Artificial intelligence is by definition the simulation of human intelligence processes by machines, especially computer systems. AI systems can learn (acquire information and rules for using it), make reasonable decisions (i.e. they "know" how to use rules to reach conclusions) and self-correct.On the other hand, "artificial general intelligence" (AGI) systems are the ones that really disturb the public. Those are hypothetical machines that will exhibit behaviour, skills and flexibility as humans do. They will possess generalized human cognitive abilities, creativity, self-consciousness and will be able to find a solution when presented with an unfamiliar task, without human intervention. Futurists are afraid of the so-called "singularity" eventa hypothesis that the invention of artificial AI and RPA: A Threat or an Opportunity for the IT Managed Services industry?PHILIPPE ROUVRAIS , SVP GLOBAL HEAD OF DELIVERY AND SOLUTIONS MODIS IT MANAGED SERVICES AND SOLUTIONS, THE ADECCO GROUPsuper-intelligence will abruptly trigger fast self-improvement cycles, resulting in the creation of a system far surpassing the capabilities of human intellect and civilization. The big problem is that an algorithm could not possibly have emotions and empathy and being superior to humanity will be posing a potential grave threat to the existence of human race in general.Sounds scary? Naturally, except this one does NOT exist. It is just a theory. There are only couple of dozens of organizations in the whole world involved in research on AGI, probably only a few of them with the task of creating such, but nobody could claim they are somewhere close to achieving the goal. And even if in decades or centuries there happens to be progress in that field, it will be an object of strong regulation.How about Robotic Process Automation (RPA)? Do you even need automation?It is vital for each and every business to find means to grow, improve efficiency levels and be flexible when developing and providing products and services. Among the top 10 challenges for developing companies in 2019 are the integration of new technologies, innovation and customer service improvement. Users have never been more informed and have never had higher requirements when being supported by a company.RPA is among the fastest-growing industries worldwide due to the solution it provides to some of the major problems faced by large businesses. The process automation via software eliminates the need for some frequently repetitive tasks to be handled manually, thus allowing employees to focus on activities that have higher value and importance. Gartner reports that by the end of 2020 around 40 percent of large businesses will have integrated RPA software which will be optimizing the workflow within the company. In some industries the percentage of companies that have already implemented RPA is even higher.Each day innovators in the business create new products, methods and ideas. By aiming to provide services with higher W
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