Part 3: A Concrete Example of Digital Workers
"The distinction between digital workers and tools or co-pilots that assist in work is quite simple. Digital workers are highly isolated versions of applications with a human form factor. Unlike a co-pilot used in GitHub to assist programmers in writing code, a digital worker is isolated and stands alone. They have a name, a phone number, an email address, and a Microsoft account. You can call them, message them, assign tasks to them, invite them to meetings or standups with the team, and they will listen to instructions from the leader, just like other employees.
In one of the previous panels, it was mentioned how challenging and time-consuming it is to implement any tools. This happens because implementation requires changes in business processes. However, with digital workers, we don't change anything in the organization's production process.
Digital workers solve a significant problem for organizational leaders dealing with constant turnover of employees in their positions. Imagine a manager with 100 people on the front line of technical support, and at least 40 of them are leaving this year. New people need to be found, interviews conducted, time spent on onboarding, and after four months, employees leave again.
Private entrepreneurs face a different problem. Imagine the owner of a spa salon who also provides services. While someone is receiving a procedure, there's no one at the reception to answer calls. As a result, up to 40% of incoming calls are missed, leading to customer dissatisfaction and attrition. Finding people for reception is very challenging because many perceive it as temporary work, and thus, they are not engaged, don't call back clients, and lack complete product information.
How can digital workers help in this case? A digital worker is an intelligent agent that possesses all communication channels: phone calls, a name, messaging capabilities, and physical presence. It's a robot that handles communication work, can recognize the person who just called, or warmly greet clients at the reception and provide all the necessary information.
The diagram below illustrates the operation of such systems. At the bottom are large linguistic models. The middle part represents long-term and medium-term memory. When a task is set, the system autonomously makes decisions based on information about the current status. It analyzes the goal to be achieved and the specific tools at its disposal, then constructs a sequence of steps required to accomplish it. On the right side are all external static and dynamic data of the company. Static data includes rarely changing information about services and the company, such as the website, PDFs, instructions, and knowledge bases. Dynamic data refers to information that can change every second, such as Jira, tickets, CRM, ERP, etc. On the left is the person who called or visited, and communication takes place with them. The communication interface on the left includes the phone, messengers, or a physical robot. This is the high-level architecture of building a digital worker on top of a large linguistic model.