Is AI here to take our jobs?
I know what you (and everyone else) might be thinking: is AI here to take our jobs?
In our modern age, AI can be seen as two things: a helpful tool for alleviating the burden of day-to-day tasks… or a threat to our job security. According to a recent survey, 60% of employees who regularly use AI worry about its impact on their jobs, while 72% recognize that AI automation significantly increases productivity.3 But before we decide which of these things AI is, it’s important we ask ourselves: what role does AI really play in corporate settings?
In this article, we’ll cover some of the pros and cons of AI in the workplace, along with how we can continue to benefit from its advancements (rather than being replaced by them).
Automation
AI can automate repetitive and mundane tasks, freeing up employees to focus on more strategic and creative activities. Examples of AI technology that achieve this are cobots and chatbots.1
Cobots are seen in many factories and tech centers, using robotic arms to replace human labor when assembling tech and automobiles.1 This example illustrates that the professions most at risk of being replaced by AI are manual labor occupations.1 Chatbots, on the other hand, leverage AI by handling a high volume of customer service queries at once, endangering most of the workforce in call centers.1
Despite this automation, chatbots can only handle highly repetitive tasks, allowing humans to make a difference in areas where AI falls short.4 78% of customer experience leaders acknowledge that chatbots do not resemble digital agents and are only used to free up their team to handle more complex requests that require a human touch.4 Additionally, a study on Facebook users revealed that over 70% perceived their interactions with chatbots as “failures.”5 These are clear indications that AI cannot fully replace the workforce due to the continued need for human interaction.
Analytics
AI can also process and analyze large amounts of data quickly, providing insights and aiding users in faster decision-making. An example of this is how AI supports management through people analytics.1
People analytics aims to measure and report employee performance, generating key insights to help advise workforce planning, talent management, and operational management.1 40% of companies small and large now use AI-augmented applications in supporting workforce management.1 Not only do HR leaders rely on AI to create business insights but they also rely on AI to address “people problems.”1
Another area where business leaders turn to AI for analytics is for “prediction by exception,” where large data sets are processed to make predictions. Throughout this process, the algorithm is programmed to spot outliers and send notifications if human assistance or intervention is needed.1
In short, AI’s analytical abilities help business leaders make informed decisions. Through advantages like people analytics, AI can even help humans enhance their work environments and relationships. However, although AI can gather and analyze data, humans will still be needed to discern and apply this knowledge to minimize any biases that come with computer-generated performance ratings.
Human Resources
When it comes to recruitment and talent management, HR leaders rely on AI analysis in two parts: human capital management and performance management.1
Human Capital Management
Human capital management (HCM) involves hiring, retaining, and managing employees by aligning their performance feedback and compensation with business strategy, while also evaluating workforce costs.1
An example of AI-assisted technology for hiring is HireVue, an AI company that films job interviews to help try to minimize bias—such as when a hiring manager has unconscious prejudices about an interviewee’s age, race, or other demographics.1 Thanks to the preference ceteris paribus, hiring managers have a tendency to employ white heterosexual men.1 Thus, AI algorithms can help reduce this bias by pointing out this pattern, encouraging HR leaders to look toward building a more diverse and inclusive workforce.1
Performance Management
On the other hand, performance management employs AI to measure workplace productivity. This involves using technology to monitor and analyze bodily movements, offering recommendations for optimal workplace behaviors to enhance or sustain efficiency.1 These systems include time tracking devices or “smart cards” to swipe in or out, providing organizations insights and calculations for generating performance scores and rubrics to improve productivity.
References
- Article from the book Work in the Age of Data. Artificial Intelligence in the Workplace: What is at Stake for Workers? https://www.bbvaopenmind.com/en/articles/artificial-intelligence-in-workplace-what-is-at-stake-for-workers/
- OECD. (March 15, 2024). Using AI in the workplace Opportunities, risks and policy responses. https://www.oecd-ilibrary.org/science-and-technology/using-ai-in-the-workplace_73d417f9-en
- Kelly, J. (Jan 8, 2024). Workers Who Use Artificial Intelligence Are More Likely To Fear That AI May Replace Them. https://www.forbes.com/sites/jackkelly/2024/01/08/workers-who-use-artificial-intelligence-are-more-likely-to-fear-that-ai-may-replace-them/
- Hills, T. (Mar 28, 2024). The Top 10 Benefits of Chatbots in Customer Service. https://www.helpscout.com/blog/benefits-of-chatbots-in-customer-service/#:~:text=Chatbots%20can't%20replace%20your,that%20require%20a%20human%20touch
- Song, M. Xing, X. Duan, Y. Cohen, J. Mou, J. (2022, May). Will artificial intelligence replace human customer service? The impact of communication quality and privacy risks on adoption intention. https://www.sciencedirect.com/science/article/abs/pii/S0969698921004665
- Upskill Universe. Bias in AI: An Unseen Enemy of Diversity and Inclusion in the Workplace. https://upskilluniverse.com/bias-in-ai/#:~:text=Discrimination%20in%20Hiring%20and%20Promotion,and%20inclusion%20in%20the%20workplace
About the Author
Nicole Torres
Nicole is an experienced digital marketer with a background in design and information architecture.
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