Building the Future: Will AI or Humans Shape Tomorrow’s Organizations?

This article was first published on AcornOak’s website.

Today, as Artificial Intelligence technology advances dramatically, we find ourselves at a critical juncture. We have developed technologies that not only enhance but also mimic human behavior across various aspects of life and business processes.

It took us 12,000 years ago to evolve from hunter-gatherers to a structured society where roles and tasks are increasingly automated.

Today, we need to ponder a crucial question that will shape the future of our organizations.

What type of organization do we envision for our future and more importantly, what kind of organizational structure do we aim to establish for the people?

In this article, we will examine the current state of AI, highlight examples of organizations transitioning from human workers to AI, and pose important questions for leaders to discuss within their teams.

The State of AI

As of 2024, AI integration within organizations in the U.S. is both extensive and varied, reflecting significant advancements in technology and a growing acceptance across multiple sectors.

Here’s an overview of the current state of Artificial Intelligence technologies.

1. Automation and Efficiency: Many organizations leverage AI for automation, enhancing efficiency and reducing manual labor, especially in repetitive tasks. This includes industries like manufacturing, where AI-driven robots handle assembly lines, and services such as banking and finance, where algorithms manage data processing and customer inquiries.

2. Data Analytics and Decision Making: AI’s capability to analyze large datasets has transformed decision-making processes. Companies use AI to derive insights from market trends, consumer behavior, and operational data, facilitating more informed decisions. Sectors such as retail, marketing, and healthcare particularly benefit from predictive analytics for customer segmentation, inventory management, and personalized medicine.

As an example, Kensho is operating in the financial sector, Kensho uses AI for analytics and knowledge automation. It provides solutions to global banks, investment institutions, and other financial services for analyzing market events and economic trends with remarkable speed and accuracy.

Ariana Smetana, Fractional Chief AI Officer confirms this trend and adds: “In many organizations, disparate data sources lead to incomplete insights, making it difficult to identify trends, patterns, and anomalies, thereby hampering strategic decision-making. That’s why we’re developing Excelinsight, a solution that consolidates and standardizes data from various Excel files, providing comprehensive and actionable insights to enhance your decision-making process.”

3. Customer Service: AI-powered chatbots and virtual assistants have become common for providing 24/7 customer support. These systems can handle a range of inquiries, from simple FAQ responses to more complex transactional interactions, improving customer experience while optimizing human resources.

OpenAI, known for its advancements in AI research and development, creates AI tools and technologies that have widespread applications. Products like GPT (Generative Pre-trained Transformer) have revolutionized natural language processing, offering capabilities from chatbots to advanced content generation.

As an example, Grammarly is leveraging AI for language processing and offers a writing assistant that helps users with grammar checking, spelling correction, and suggestions for style and tone improvements, enhancing overall communication effectiveness.

4. Human Resources and Recruitment: AI tools are increasingly employed in HR to streamline the recruitment process, from sorting applications to initial screening calls. AI also helps in employee management by predicting turnover rates and identifying areas for employee development.

Angela Darilis, Fractional Chief Talent Officer confirms this trend and adds: “At this stage in recruiting, many leading applicant tracking systems are already leveraging AI for automation in tasks such as resume parsing, candidate matching, and predictive analytics, like estimating the time required to fill a role based on the behavior of specific requisitions. In the realm of HR, AI is also deeply integrated, providing insights through predictive analytics to calculate metrics like employee satisfaction and retention. This isn’t a vision of the future; it’s our present reality!”

5. Innovation and New Capabilities: Advanced AI technologies like machine learning, deep learning, and natural language processing are fostering new capabilities and innovation.

For example, pharmaceutical companies are using AI to accelerate drug discovery, and automotive companies are integrating AI in the development of autonomous vehicles.

As an example, Zoox specializing in autonomous vehicle technology is working on creating self-driving cars designed for dense urban environments. The AI systems in these vehicles handle everything from navigation to obstacle avoidance, aiming to make transportation safer and more efficient.

Examples of Organizations Transitioning from Human Workers to AI

Using robots to deliver food to customers’ tables

Faced with a challenging labor market, Sergio’s Restaurant in Florida has adopted a novel approach: robot waiters. According to the owner, this innovation is said to have increased service efficiency by 20 to 35 percent and led to larger tips for human servers. Robots handle food delivery, allowing staff to spend more time with guests, and enhancing the overall dining experience.

Despite the $1,000 monthly cost per robot, the investment pays off by saving servers significant walking time and increasing guest interaction. This technological shift is said to boost employee earnings without reducing wages, demonstrating that technology can augment rather than replace human workers. As Robots take on repetitive tasks, it allows employees to focus on more fulfilling aspects of their jobs, which increases productivity and wages.

Amazon’s Robotics Revolution

Amazon has integrated 750,000 robots into its operations, enhancing efficiency and safety. These robots handle heavy lifting, allowing employees to focus on customer delivery and skill development. Over the past decade, Amazon’s innovations in AI and robotics have impacted both employees and customers.

Recent advancements include autonomous mobile robot Proteus and robotic systems Cardinal and Sparrow, which optimize the supply chain and improve workplace ergonomics. In 2022, Amazon’s robots sorted 1 billion packages, showcasing their impact. By focusing on collaborative technology, Amazon claims to create a safer, more efficient workplace, freeing employees from repetitive tasks and enabling skill development.

The Rise of a New Workforce

As labor and software merge into a unified market, we are witnessing the emergence of a new type of workforce. A prime example is Devin, Cognition Lab’s “AI software engineer.” Devin navigates the entire software engineer’s workflow, tackling issues, finding solutions, and communicating its process every step of the way. It mimics human labor, including communication styles.

Similarly, companies like 11x or Artisan are creating “digital SDRs.” These AI agents, such as Alice and Ava, can schedule 2–3 prospective client meetings per week, operate 24/7, and handle the entire sales technology stack.

In the legal field, EvenUp has automated the demand letter writing process with AI.

Leading this innovation, companies like NVIDIA and Hippocratic.ai are developing AI-powered healthcare agents. These AI “nurses” carry out patient interviews, conduct health-risk assessments, and oversee post-operative follow-ups.

What Would an AI-Built Organization Look Like?

An organization constructed entirely by AI would represent a significant departure from traditional business structures.

In such a scenario, every aspect of operations, from strategic planning to day-to-day management, would be governed by AI systems. These systems would make all decisions autonomously, utilizing machine learning and data analysis to optimize processes continuously.

1. Product development would be driven by AI’s ability to analyze vast amounts of data to predict market trends and consumer needs, leading to innovative and tailored product offerings.
2. Customer interactions would also be managed by sophisticated AI, providing personalized service through advanced chatbots that adapt to individual preferences.
3. HR functions such as recruitment, performance evaluations, and employee engagement would be automated, with AI systems analyzing candidate qualifications and monitoring staff performance to ensure optimal organizational efficiency.
4. Even complex tasks such as legal compliance and ethical considerations would be handled by AI, which would need to interpret and adapt to evolving regulations autonomously.

Of course, this AI-driven organization would challenge current norms regarding transparency, accountability, and the role of human employees, raising crucial questions about the future of work in an increasingly automated world.

Therefore, we should challenge ourselves and our business and political leaders to define the type of organization and structure they envision for our future and our communities.

Beyond Ethics: Defining What Matters Most to Us

If we ignore this rapid revolution, we risk becoming lost in a society that has abandoned its human touch.

• Is there a workforce revolution that can both benefit people and meet market demands?
• How do we assess the human capital required when technology can bypass traditional roles?
• Which competencies should we prioritize in hiring, and what is the evolving role of humans in organizations?

These are crucial questions that every CEO, board, and executive team should consider and deliberate collectively.

What is the Workforce Revolution?

Fractional Chief Talent Officer, Angela Darilis warns us: “Looking ahead, we can expect advancements such as Artificial General Intelligence, where AI will be capable of handling conversations, answering employee questions, or even pre-screening candidates — tasks that currently necessitate human intervention.”

Workforce management (WFM) is a process that helps organizations ensure they have the right people with the right skills available to meet their needs at the right time.

However, while AI can significantly enhance many aspects of workforce management by automating routine tasks, analyzing data, and providing insights, the uniquely human ability to connect emotionally and ethically with others remains irreplaceable.

Today, the only human aspect of workforce management that can’t be enhanced or replaced by AI is the emotional intelligence and empathy required for interpersonal relationships and conflict resolution.

This encompasses several critical areas:

1. Building Trust and Rapport: Developing genuine, trust-based relationships with employees requires authentic human interaction and understanding. Employees often need to feel heard and valued by their managers, which goes beyond what AI can currently provide.

2. Navigating Complex Interpersonal Dynamics: Addressing conflicts, misunderstandings, and personal issues within a team involves nuanced communication, empathy, and a deep understanding of the individuals involved. AI lacks the emotional depth and context to manage these situations effectively.

3. Mentorship and Coaching: Providing personalized mentorship and coaching involves sharing personal experiences, offering tailored advice, and emotionally supporting employees’ growth and development. The human connection in these relationships is vital for their effectiveness.

4. Cultural Sensitivity and Inclusivity: Creating and nurturing an inclusive workplace culture requires an understanding of diverse perspectives, backgrounds, and experiences. Human managers can navigate cultural nuances and foster an environment of belonging that AI can’t replicate.

5. Motivating and Inspiring: Human leaders inspire and motivate their teams through charisma, passion, and shared vision. These elements of human leadership can drive engagement and commitment in ways that AI cannot mimic.

6. Ethical Decision-Making: While AI can assist in making data-driven decisions, ethical considerations often require a human touch. Balancing business objectives with moral and ethical implications involves subjective judgment and empathy.

Balancing AI and Human Potential: Essential Skillsets for Modern Organizations

In this workforce revolution, organizations should prioritize hiring individuals who exhibit strong interpersonal skills, emotional intelligence, cultural competence, ethical judgment, and leadership qualities to excel in an AI-driven world:

1. Building Trust and Rapport:

- Interpersonal Skills: Ability to communicate effectively and build relationships with employees and stakeholders.

- Authenticity: Genuine and transparent behavior that fosters trust and respect.

- Listening Skills: Active listening to understand and address employee concerns and needs.

2. Navigating Complex Interpersonal Dynamics:

- Conflict Resolution: Skilled in mediating disputes and finding amicable solutions.

- Emotional Intelligence (EQ): High level of self-awareness, self-regulation, empathy, and social skills.

- Adaptability: Flexibility to manage diverse personalities and changing team dynamics.

3. Mentorship and Coaching:

- Leadership: Inspiring and guiding employees to achieve their full potential.

- Empathy: Understanding and sharing the feelings of others to provide meaningful support.

- Patience: Willingness to invest time and effort into employee development.

4. Cultural Sensitivity and Inclusivity:

- Cultural Competence: Awareness and appreciation of diverse cultures and perspectives.

- Inclusivity: Commitment to creating an inclusive environment where all employees feel valued.

- Communication Skills: Ability to convey messages in a culturally sensitive manner.

5. Motivating and Inspiring:

- Visionary Thinking: Ability to articulate a clear and inspiring vision for the future.

- Charisma: Natural ability to attract, engage, and motivate others.

- Passion: Genuine enthusiasm and dedication to the organization’s mission and values.

6. Ethical Decision-Making:

- Integrity: Strong moral principles and honesty in all actions and decisions.

- Judgment: Ability to make balanced and fair decisions considering ethical implications.

- Responsibility: Accountability for the impact of decisions on employees, stakeholders, and society.

Final Thoughts

As we stand on the brink of an AI-driven era, the transformation of organizations is inevitable. Advancements in AI technology offer unparalleled opportunities for enhancing efficiency, productivity, and innovation.

However, this revolution also necessitates rethinking organizational structures and the roles of human employees. Examples like Sergio’s Restaurant and Amazon adopting AI to augment their workforce highlight that AI can enhance human contributions rather than replace them.

As robots and AI systems take over repetitive tasks, human employees can focus on more meaningful, creative, and interpersonal aspects of their jobs.

Yet, this transition presents challenges.

Ariana Smetana, Fractional Chief AI Officer concludes, “Organizations revolve around people, but as tools evolve, so must the way we organize our work. This shift prompts us to consider what elements of legacy and culture still hold value, especially as we refine our roles. With AI handling the bulk — from data collection to processing — we need to reassess the human touchpoints. Ultimately, technology offers unique solutions by reshaping how problems are approached, ensuring that humans are strategically involved at the outset and conclusion.”

Organizations must balance AI’s strengths with human qualities, developing essential human skills alongside technical competencies to leverage AI effectively.

CEOs, boards, and executive teams must define a vision that aligns with technological advancements and human values. By doing so, we can create organizations that meet market demands while enhancing the human experience, fostering a future where technology and humanity coexist harmoniously.

As leaders, we have to navigate ethical, legal, and social implications when using AI but also recognize that empathy, emotional intelligence, and cultural sensitivity are irreplaceable human qualities that are crucial for fostering trust, managing interpersonal dynamics, and inspiring our teams.

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