Why We Shouldn’t Fear ‘Digital’ Workers

A software company made headlines recently when it announced that it would provide its employees with “digital” job descriptions, onboarding and training them like an employee. HR software business Lattice says it has “made history” by integrating its digital workforce, with the help of artificial intelligence, alongside its workforce. But not everyone was so happy – after the internet backfired on the announcement, just three days later the company said it would not do the same with its AI employees.

There is no denying that AI will change the way we work. There are many predictions about how this will be achieved, from the International Monetary Fund suggesting that 40% of jobs will be affected by AI tools such as ChatGPT, to McKinsey predicting that up to 30% of working hours could be automated by 2030. Whatever the predictions are in reality, this change is confusing the working people, and something that leaders should do carefully instead of needing a publicity campaign.

While the level and speed of disruption AI is bringing to business seems overwhelming, we’ve already been there. Before March 2020 and before the pandemic, many businesses still believed that working from home would mean less productivity and that their goals would not be met. Companies quickly committed to online meetings and new workflows, and although there have been several challenges, preferences have been met and teams have found a better work life during this time.

So when it comes to facing the unknown challenges of AI, businesses have shown that they can already adapt to it. AI is the next challenge to conquer – something we need to adapt to and move forward with – as much about changing mindsets as anything else. As with the epidemic, there will be a fear of the unknown, not supported by scary headlines or a surprising array of AI-powered products on the market. In the end it will be about how we use AI to our advantage, rather than changing jobs and improving the way we do business.

After all, customers still want to deal with people, so integrating “digital” employees into the business is wrong. McKinsey’s research shows that, in addition to the need for technical skills needed to successfully use AI, the need for development skills and ideas will also rise because these cannot be replaced by an algorithm. Similarly, businesses will be looking to hire or develop people with critical and creative thinking skills – people who can provide the edge in computer-generated results for AI tools.

They also need to invest wisely, as is the case with workplace technology. As a CEO I am bombarded with marketing messages every day trying to convince me to buy a new AI powered app. Most of these devices are companies that are still young, so due diligence is required to ensure that you are buying a device that will be suitable for several years to come. Back to basics – where are the inefficiencies in your business and how can AI provide a solution? Any other way is just jumping on the bandwagon.

As businesses embrace AI in more areas, the same principles of good governance apply. First, make sure as many internal stakeholders as possible are involved in the integration of any new system. Community players will help ensure that resistance is reduced as employees begin to use it. Accept that there will be obstacles along the way and be flexible. If people feel they can share any problems openly, these pain points can be resolved and employees will feel buy-in.

Finally, it’s important to have one eye on the future and how regulators can adapt their AI strategies globally. Companies that embrace corporate responsibility (such as certified B-Corp businesses, of which we are one) will want to adopt AI appropriately. While the European Union is introducing an Artificial Intelligence Act, other jurisdictions need to develop their own laws to ensure that AI is developed and used properly. Staying ahead of the curve for your company – with specific guidelines helps your teams understand where people’s ideas come from, and that they are still valued. Despite some of the attention-grabbing stories we see on social media, AI can make many of our jobs easier and allow us to focus on more productive tasks. Encourage your employees to see the benefits, rather than waiting for a risk that won’t happen.