AI in Command: Are We Ready for Automated Bosses?
“With Artificial Intelligence, we are summoning the demon.” - Elon Musk
Ready or not, business disruption due to the rapidly accelerating evolution of artificial intelligence (“AI”) has arrived. Although there are real concerns about potential job displacement, ethical misuse, and the erosion of human creativity and skills, AI has become a critical enabler of competitive advantage.
As we contemplate whether AI will usher in the end of humanity, or unleash unparalleled productivity, let’s take a moment to define the roles of computers in this rapidly developing ecosystem. AI is carving out niches that were once exclusively human domains. From there, we can begin to understand the evolution of distinct roles within the framework of the computer-human system, a concept explored by Dr. Thomas Malone (an AI optimist) of MIT. The computer-human system is the dynamic balance of appropriate roles between man and machine and the associated networks they comprise.
Computers play four distinct roles in our daily lives: tool, assistant, peer, and manager. We’ll dive a little deeper into the manager concept, but first let’s take a look at the examples of the other roles.
THE TOOL - Connecting People
Computers with simple programs, at their most basic level, are a tool in the computer-human system. In essence, like any other tool, they do the work. We as humans are tasked with monitoring them. Email is an example of how this tool can simplify communication at work and boost productivity. Humanity has generally accepted this utility role, and it is not fear-inspiring.
THE ASSISTANT - Semi-Autonomous Cars
To understand the next level of progress, the assistant, examine the impact of semi-autonomous cars in our daily routines. These vehicles integrate Narrow AI (rules-based, application-specific AI) with human control, providing features such as automated parking, intelligent cruise control, and systems that prevent collisions. This fusion not only eases the burden of driving but also bolsters safety and diminishes the risk of human errors. While integrating the best of technology and human judgment, semi-autonomous vehicles are forging a path towards a more efficient and safer driving experience. Despite concerns about the technology's reliability and legal implications, the growing public acceptance of AI in semi-autonomous vehicles reflects an optimistic outlook on the benefits and future potential of this technology.
THE PEER - Robotic Process Automation (RPA)
RPA elevates machines to the level of peer in the computer-human system, acting as a co-worker. In many businesses, RPA systems work alongside human employees, handling repetitive tasks such as data entry, resubmitting rejected medical claims and invoice processing. This collaboration allows human workers to focus on more creative and complex problems, thereby enhancing overall productivity and innovation. As non-value-added jobs are automated, often the fear of job loss is replaced with the satisfaction of having a more meaningful work.
THE MANAGER – Smart Systems and Workflow Oversight
Bringing it Into Perspective
It’s crucial to understand the concept of an AI “manager.” The reality is that many of us, including those who harbor apprehensions, are already under the supervision of smart systems every day. Consider the routine experience of stop lights at major intersections on the drive to work. Here, the role of artificial intelligence in the computer-human system as a manager is vividly illustrated. These systems manage the flow of traffic, akin to managing workflow in an organization. By analyzing traffic patterns and adjusting signal timings, they reduce congestion and improve efficiency, a task that would be overwhelming for humans. Similar systems applied to organizations offer the benefit of unbiased, data-driven decision-making capabilities, ensuring optimal task allocation and time management. This should allow people managers to focus on the more value-added human aspects of management.
So, Why is AI-Driven Virtual Management Desirable?
AI-driven virtual management systems are intended to be impartial, lessening human bias in decision-making. They are also capable of rapidly processing vast amounts of data, making them ideal for managing complex operations. Lastly, these systems are highly scalable, adapting quickly to changing business environments.
At American Express, AI determines what product offering is most relevant to different customer segments through predictive analytics, eliminating the need for managers and employees to discuss these tasks. Now that AI is removing many of the administrative tasks typically handled by managers, their roles are evolving to focus more on soft skills. A global study by Oracle found that workers believe robots are better than their managers at providing unbiased information, maintaining work schedules, problem-solving and budget management. Managers, on the other hand, are better at empathy, coaching and creating a positive work culture.
https://www.weforum.org/agenda/2019/11/how-artificial-intelligence-is-redefining-the-role-of-manager/
A New Era of Management
The integration of artificial intelligence in business, especially in managerial roles, has the potential to herald a new era of efficiency and effectiveness. As these systems become more sophisticated, they promise not only to complement human efforts, but also to usher in a new paradigm for business management with better precision, efficiency, and scalability. The role of AI-manager in business is not just an augmentation of human capabilities; it's a redefinition of roles and responsibilities in the computer-human system, paving the way for a future where the synergy between human ingenuity and machine efficiency drives business growth and innovation.
Kevin Benoit is Co-founder and COO of Benoit Global, a human resource consulting firm specializing in mergers & acquisitions.