As the nature of work continues to evolve at a rapid pace, driven by advancements in AI and digital technology, business leaders face the challenge of preparing their organizations for an inevitable transformation.
At Avasant’s recent Empowering Beyond Summit 2024, industry leaders gathered to discuss the transformative potential of integrating artificial intelligence (AI) with human capital to shape the future of work. The event featured a panel of esteemed experts, including Jason Estes, Senior Vice President and Chief Information and Digital Officer of First Command; Joel Raper, Senior Vice President and General Manager of Unisys; Ruth Steinberg, Principal at Avasant; and Vipul Nagrath, Chief Information Officer at ADP. These experts explored how organizations can effectively navigate this technological revolution by architecting a hybrid workforce that seamlessly blends diverse human talent with cutting-edge digital technologies. This article delves into the insights shared by the panelists, providing a road map for organizations aiming to thrive in the future of work by leveraging the synergies between human ingenuity and AI innovation.
Understanding the Hybrid Workforce
A hybrid workforce is the integration of three key elements: a diverse human workforce, mature digital components, and emerging generative AI technologies. The mature digital components include bots, robotic process automation (RPA), and extensive automation practices. Generative AI technologies are the newest addition, bringing capabilities that mimic human ingenuity and creativity. “The hybrid workforce is about a symbiotic relationship between AI and human workers, producing value for organizations,” Estes said.
Preparing for the Hybrid Workforce
To prepare for a hybrid workforce, focus should be on several areas. Leveraging inbuilt AI capabilities within existing platforms, such as Salesforce and Microsoft, is crucial. Organizations must rearchitect their data structures, because AI algorithms require high-quality, consistent data to function effectively. Rearchitecting data structures ensures that data is cleaned, standardized, and free of redundancies, leading to more accurate and reliable AI outputs.
Additionally, encouraging proof of concepts (PoCs) and experimentation with AI will help businesses understand the capabilities and limitations of these technologies. PoCs allow businesses to test AI solutions in real-world scenarios, helping to identify the most beneficial applications before full-scale implementation. This experimentation allows businesses to tailor AI solutions to their specific needs, ensuring a better fit and more effective outcomes.
Furthermore, Raper highlighted the importance of training employees, stating, “Our investment is in every one of our field technicians spending 18 hours in the next six months training on AI-specific tools and technologies.”
Investing in AI training equips employees with the skills needed to effectively use and manage AI tools, enhancing overall productivity. By continuously upskilling employees in AI, businesses ensure their workforce remains relevant and competitive in an increasingly AI-driven market.
This was highlighted in MIT’s research involving the use of ChatGPT among professionals. This study involved 453 college-educated professionals across various occupations, including marketers, grant writers, consultants, and data analysts. Participants were given writing tasks relevant to their professions and split into two groups: one with access to ChatGPT and one without.
Participants using ChatGPT completed tasks 11 minutes faster and saw an 18% improvement in quality evaluations compared to those who did not use the AI tool. Additionally, the performance disparity between workers decreased, indicating that those who initially performed worse benefitted more from using AI, enhancing overall productivity and reducing inequality in performance outcomes.
Furthermore, high-performing organizations that invested significantly in AI saw notable improvements in productivity. Our research indicates that productivity gains through generative AI range from 9% to 28%, depending on the specific area. For example, app development and maintenance saw gains between 20% and 28%, while IT service desk gains ranged from 10% to 12%. This highlights the importance of not only providing AI tools, but also ensuring that employees are trained to use these tools effectively to maximize their benefits.
Additionally, Amazon’s “Upskilling 2025” initiative, with a $700 million investment, aims to train 100,000 employees in AI, cloud computing, and machine learning. Key programs include the Amazon Technical Academy, AWS Training and Certification, and Machine Learning University. The initiative has increased productivity, improved employee retention, and maintained Amazon’s competitive edge in the tech industry by equipping its workforce with essential AI skills.
Implementing AI in the Workforce
Identifying where AI can be applied to business processes is essential. AI can significantly enhance project management, finance, sales, and marketing by automating routine tasks and providing deeper insights. Addressing the fears and ethical concerns surrounding AI is also crucial. Organizations must prepare their workforce for the changes AI will bring, particularly in regulated industries or where collective bargaining is involved. Avasant’s Steinberg highlighted the need for leaders to address organizational structures: “We need to start by debunking myths and addressing how generative AI will affect different roles.”
Indeed, Generative AI is poised to transform various roles across different sectors. In finance, AI can handle tasks such as fraud detection, risk assessment, and financial forecasting, freeing up human workers to focus on strategic financial planning and analysis. JPMorgan Chase implemented the Contract Intelligence (COiN) platform to streamline processes such as fraud detection, risk assessment, and financial forecasting. By integrating AI, JPMorgan Chase has improved its ability to manage financial risks and optimize decision-making processes. This saves the company 360,000 hours annually, previously spent on manual document review, by automating the process and reducing errors.
Additionally, in creative industries such as graphic design and content creation, AI can generate initial drafts and design concepts, enabling human creatives to refine and enhance these outputs, leading to more innovative and high-quality final products. As AI takes on repetitive and data-intensive tasks, human workers will be able to focus on roles that require emotional intelligence, strategic thinking, and complex decision-making, ultimately enhancing the overall productivity and creativity of the organization.
In the realm of healthcare, AI can assist with treatment and diagnostics. For instance, Manipal Hospitals in India implemented IBM Watson for Oncology to enhance cancer diagnosis and treatment planning, achieving faster, more accurate, and consistent patient care. This AI tool significantly reduced diagnosis time aligned treatment recommendations with the latest medical research and improved overall patient outcomes and satisfaction.
AI is already transforming HR processes. AI-powered tools can evaluate resumes against job descriptions, speeding up the initial screening process. Estes shared an example: “We did a proof of concept where AI evaluated resumes, and it nailed the descriptions, questions, and flaws, significantly speeding up the process.” However, navigating legal and ethical challenges is vital, as some states allow candidates to opt out of AI evaluations. Balancing human judgment with AI capabilities in hiring decisions will be a key challenge.
Reshaping the Job Market
The advancement of AI is reshaping the job market, automating tasks traditionally performed by humans, which can lead to job displacement in certain sectors. While AI enhances productivity and creates new opportunities, it also requires a shift in skills and roles.
The relevance of C-level executives such as the chief information officer (CIO) has also been called into question with the advancement of AI on whether it accurately reflects the evolving nature of the job. Historically, CIOs were often seen as cost centers, managing IT budgets and ensuring systems’ uptime and reliability. However, with AI and digital transformation, the CIO’s role is shifting towards value creation. As Raper highlighted, the focus is now on demonstrating how technological investments, particularly in AI, can enhance productivity and drive business growth. This involves showcasing how AI tools can automate mundane tasks, reduce errors, and improve decision-making processes.
The challenge lies in managing this transition, ensuring that workers are equipped with the necessary skills for new types of jobs, and addressing the social impacts of these changes. Balancing innovation with support for affected workers is crucial for a sustainable future.
Conclusion
As AI continues to revolutionize the workplace, the integration of human and digital capabilities in a hybrid workforce presents both opportunities and challenges. Organizations must focus on upskilling employees to handle AI tools, thereby enhancing productivity and driving innovation. This shift also necessitates a reevaluation of roles like the CIO, now pivotal in leveraging technology for strategic value creation. While AI can automate routine tasks, the emphasis must remain on human skills like emotional intelligence and complex decision-making. Balancing technological advancements with support for affected workers will be key to a sustainable and inclusive future of work.
“Change is inevitable,” Estes said. “Preparing your organization to be on the front end of it and upskilling employees now is crucial.”
By Shirvana Bachu