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Practically Human: Can Smart Machines Do Your Job?

Besides becoming more powerful and creative, machines and their software are becoming easier to use. That has made consumers increasingly comfortable relying on them to transact business. As well as eliminated jobs of bank tellers, ticket agents and checkout cashiers.

People who used to say "Let me talk to a person. I don't want to deal with this machine" are now using check-in kiosks at airports and self-checkout lanes at supermarkets and drugstores, says Jeff Connally, CEO of CMIT Solutions, a technology consultancy.

The most important change in technology, he says, is "the profound simplification of the user interface."

Four years ago, the Darien, Conn., public library bought self-service check-out machines from 3M Co. Now, with customers scanning books themselves, the library is processing more books than ever while shaving 15 percent from staff hours by using fewer part-time workers.

So machines are getting smarter and people are more comfortable using them. Those factors, combined with the financial pressures of the Great Recession, have led companies and government agencies to cut jobs the past five years, yet continue to operate just as well.

How is that happening?

â¿¿Reduced aid from Indiana's state government and other budget problems forced the Gary, Ind., public school system last year to cut its annual transportation budget in half, to $5 million. The school district responded by using sophisticated software to draw up new, more efficient bus routes. And it cut 80 of 160 drivers.

When the Great Recession struck, the Seattle police department didn't have money to replace retiring officers. So it turned to technology â¿¿ a new software system that lets police officers file crime-scene reports from laptops in their patrol cars.

The software was nothing fancy, just a collection of forms and pull-down menus, but the impact was huge. The shift from paper eliminated the need for two dozen transcribers and filing staff at police headquarters, and freed desk-bound officers to return to the streets.

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