As the valuation and adoption of AI companies rise, discussions about AI’s impact on the workforce continue to unfold. Research shows that areas where AI can automate tasks are likely to feel the effects. Nevertheless, some analysts and experts remain optimistic, believing that AI could also cultivate new job opportunities, seeing displacement as potentially temporary.
At the recent Web Summit Qatar, David Shim, CEO of Read AI, a notetaking and intelligence company, discussed the essential role of human decision-making in a landscape increasingly dominated by AI tools. He likened this technological evolution to having navigational aids while driving.
“There will always be a human involved in the process,” Shim stated. “The nature of the job will likely become less burdensome over time. Think of it this way: when driving started, you relied on a map. Now, with Waze or Google Maps, the system directs you, but you, as the driver, still determine the course of action.”
Shim modified his outlook on AI’s impact on jobs, noting that while some positions, particularly in advertising, might be automated away, there will still be a requirement for human oversight within tech platforms to manage such automation.
Abdullah Asiri, founder of the AI-driven support company Lucidya, disagrees with the notion that AI will eliminate entire roles. He finds that when clients implement Lucidya, customer support agents often transition into new roles, becoming supervisors or taking on responsibilities such as relationship management and business development that benefit from the time freed up by automation.
Shim further emphasized the advantages of AI in facilitating tasks, such as note-taking during meetings, which allows team members to concentrate on more strategic aspects of their jobs.
“Nobody enjoys documenting meeting notes. Once that task is automated, people can dedicate their time to responding to customers with necessary context and making quicker, informed decisions rather than wasting valuable time on data collection,” he explained.
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AI’s Internal Use and Hiring Practices
Companies like Read AI and Lucidya are increasingly leveraging AI tools to maintain efficiency within their teams. Currently, Read AI’s customer support consists of only five individuals catering to millions of users monthly. Shim points out that AI boosts productivity for small teams, enabling them to deliver more context and support swiftly.
These organizations are experiencing substantial productivity improvements. Read AI reported leveraging its sales tool to analyze CRM data, successfully facilitating deal approvals amounting to $200 million. Shim noted that, with each update, Read AI captures 23% more context, essential for evaluating what strategies were successful or not in lead interactions.
Similarly, Asiri shared that Lucidya employs various AI tools, including those from Read AI, for meetings and marketing content development, aiming to “scale outcomes without scaling headcount.”
“The aim for any modern company is to recruit individuals who are adept at using AI effectively. However, we must acknowledge that this skill set is still developing,” Asiri remarked. “Currently, it’s challenging to find many individuals proficient in leveraging AI, not in building it but in utilizing it effectively.”
Asiri emphasized that individuals who can develop AI agents tailored to assist in their work will emerge as highly sought-after candidates.
Managing Customer Perception of AI Technology
Shim mentioned that previously, many individuals were skeptical about AI notetakers during meetings and questioned their presence. Fortunately, he noted that perceptions have changed, and people now welcome AI notetakers, provided they have control over the recording process.
Asiri added that Lucidya is transparent with users regarding when it employs AI for communication. He noted that customers prioritize issue resolution over the technology used, whether it’s human or AI.
“The focus is on solving problems and addressing customer needs effectively,” Asiri pointed out. “As long as AI agents concentrate on this goal, customers are content. They do not mind whether the solution comes from an AI or a human, as long as the issue is resolved swiftly and accurately.”
In summary, while AI’s integration in the workforce raises important questions about job displacement, it simultaneously opens doors for new roles and improved efficiency. The balance between human oversight and automation appears vital for leveraging AI’s potential while ensuring workers remain integral to the decision-making process.
