The Introduction of AI into the Delivery of Employability
Since its launch on June 1, 2024, Project DEEP (Delivering Excellence in Employability Practice) has steadily progressed as a groundbreaking collaboration between the IEP and Serco. This two-year initiative continues to deliver on its mission to elevate employability practices across the sector, ensuring tangible improvements in outcomes for both participants and practitioners.
“It’s not really enjoyable to make music now. It takes a lot of time, it takes a lot of practice, you have to get really good at an instrument or really good at a piece of production software. I think the majority of people don’t enjoy the majority of time they spend making music.” – Mikey Shulman, CEO of Suno.
In a recent interview, Mikey Shulman (the CEO of an AI based generative music platform) inadvertently, but perfectly, crystallised many people’s concerns about AI. The ease with which he dismissed the value of human skill, knowledge and experience (as well as the inherent enjoyment of acquiring new skills and unleashing human creativity) seemed to confirm our deepest fears: AI is here to take over, and those in charge are unconcerned about the human cost.
As a result, when we began thinking about the introduction of AI into the delivery of employability services, careful consideration was required. Who would benefit, and how? Were there potentially negative consequences? How would it be perceived and received by practitioners and participants alike?
After assessing several potential areas of AI support, we decided to initially focus on direct AI assistance for practitioners. A time and motion study (conducted in 2023 to specify how job coaches on the Restart Scheme in Serco delivered CPA’s 1a and 6 were spending their time) concluded that Job Coaches spent up to 96 minutes per day typing notes during, and following, participant interactions. Coupled with ongoing challenges regarding the compliance of case notes and actions, there were clear efficiency and quality benefits to be gained from providing effective AI support for practitioners during participant meetings.
Working in collaboration with Content Guru (already a supplier of telephony services to Serco), a pilot solution was proposed. By placing a microphone on desks, conversations between job coaches and participants could be transcribed and ingested by a generative AI service to produce the desired outcome (initially a case note, set of actions or CV).
There were two pressing questions which needed to be answered in a pilot phase; firstly, how would participants react to being told that their interactions were being recorded, and secondly, would practitioners accept the inclusion of AI solutions in their work processes? As one job coach told us before even seeing a demo of the solution, “I don’t like it, and I don’t want to use it”.
The results have been extremely encouraging. Instances of participants objecting to the recording of conversations are extremely rare, and usage of the solution by job coaches has increased rapidly following the resolution of early technical challenges. And, while we have seen significant improvements in efficiency and compliance, the real benefit to job coaches has been more meaningful and more impactful, even for those colleagues who were initially very wary.
When interviewed, job coaches have spoken unanimously about the extent to which their personal interactions with participants have improved, now that they are not required to type notes during interventions. One job coach reported that “I have dyslexia, so I used to really struggle with typing and focussing on the conversation at the same time. With AI assistance I’m able to actually engage in the conversation, and my meetings are much more meaningful. It’s been a major help to me.”. Another reported that “I can now focus on the parts of the job which attracted me to this role. It feels good for me, and it feels good for my participants.”
In addition, the actual number of actions being added to action plans has risen by 50%. Job coaches ascribe this both to the richer conversations they are having with participants, but also the fact that AI is suggesting actions they may have overlooked. As one job coach put it “Before I might have missed potential actions in the flow of the conversation. AI picks up on those things and gives me inspiration to do things with the participant I wouldn’t have done otherwise. And ultimately, I’m still in control of what I use and what I ignore.”
So, what conclusions can we draw from this? Is AI really a threat to employment advisors wanting to use their creativity and life experience to best effect? The clear answer is that it doesn’t have to be. In fact, when used in the right way, it can be the key to maximising the positive impact of employability professionals on their participants through increased rapport and engagement. Furthermore, by carefully employing AI solutions which support (rather than replace) the decision-making of advisors, AI can help every individual unlock their potential and use their creativity to help more people into lasting, meaningful work.
Matt Ambrose FIEP | Project Manager Consultant | Project DEEP
Upcoming Webinar: Future Forecast – ‘The Introduction of AI into the Delivery of Employability’
Join us on 12 March from 12:00-1:00 PM for our exclusive webinar, Future Forecast: The Introduction of AI into the Delivery of Employability. This session will explore the impact of AI on employability services, featuring insights from industry experts and practitioners involved in AI-driven initiatives. Don’t miss this opportunity to engage in discussions on the challenges, benefits, and future possibilities AI presents in our sector.
Register here https://members.myiep.uk/events/67a32cf0411d7d0008cd1dd5/description?ticket=67a32cf0411d7d0008cd1dd4
