Machine Learning for Optimizing Humans

While some fear the rise of machine learning and worry of its impact on jobs and society, our experience of machine learning so far has largely seen humans more empowered by harnessing the technology to make humans better and more efficient at their roles, rather than displace them.

For example, insurance companies in the USA are using machine learning to coach and train customer service agents to deliver a better customer experience by monitoring how customers react to certain responses and "tuning" agent behaviors accordingly, using traffic light signals on their desktop to encourage the best outcomes for customers.