Future of Work News

AI Transforming the Global Role of Knowledge Workers

By

The global workforce is in an exciting state of transition, and nearly half of U.S. employees alone may now be defined as knowledge workers. These workers must rely on cognitive skills and analytical and critical thinking to get their jobs done, but they also rely heavily on technology. Never has there been a better moment to introduce artificial intelligence into the workforce – not to replace these highly skilled, specialty workers, but to augment and streamline their capabilities.

Instead of being a threat to the global workforce, AI is transforming the role of knowledge workers. AI capabilities can typically recognize concepts, meaning and context in a broad range of vertical markets, creating collaboration opportunities for workers and machines. That means knowledge workers need to broaden their skillsets and adopt new approaches to their existing roles to incorporate and get the most out of AI.

According to a Harvard Business Review survey, nearly 60 percent of knowledge workers queried said their previous job descriptions are becoming obsolete because of AI. And 70 percent stated they would need training and new skills to be able to work with AI and glean the most efficiencies out of AI capabilities. A whopping 85 percent of knowledge workers believe executives should be involved in reshaping the roles and processes of knowledge workers to better leverage AI and workers’ relationships with AI tools.

Interestingly, workers are beginning to understand that AI can’t replace some of the uniquely human skills inherent in their job descriptions, but can instead help them to perform better. For instance, HP recently conducted an experiment in which their AI lab analyzed two years of call data for a client’s call center. The AI platform was able to pinpoint each agent’s particular skillset including their “micro-skills,” which identified knowledge specific to certain customer requests. The client’s call routing system is now able to match specific agents with requests based on those skills, improving efficiencies and customer satisfaction.

Ultimately, organizations and workers are beginning to understand that AI is a powerful tool that can help transform the global workforce and increase the value of knowledge workers instead of replacing them. When workers view AI as another technology tool that can help them improve their performance and expand their growing skillsets, they can truly embrace its benefits and glean the most value from AI solutions.




Edited by Maurice Nagle

Future of Work Contributor

Related Articles

Charitable Organizations Partner for Citizen-Led Public Service Project

By: Tracey E. Schelmetic    12/4/2020

Financial services company Mastercard's charitable arm, Mastercard Center for Inclusive Growth, announced that it plans to team up with non-profit org…

READ MORE

Most Germans Ready to Embrace Responsible Use of Industrial AI

By: Laura Stotler    12/3/2020

A new Bosch AI Future Compass survey shows most Germans would like to see AI used for industrial applications, as long as it is done responsibly and t…

READ MORE

AI and Machine Learning to Defend Against Cyberattacks

By: Laura Stotler    11/25/2020

A number of global companies are ramping up their cybersecurity efforts and using AI and machine learning to defend against increasingly sophisticated…

READ MORE

The Right Way to Integrate AI and Automation for Customer Support

By: Laura Stotler    11/19/2020

AI, machine learning and automation offer major advantages for improving customer support. When evaluated and integrated properly, these technologies …

READ MORE

AI Offers a Competitive Advantage for Customer Service

By: Laura Stotler    11/16/2020

Businesses are struggling as the COVID-19 pandemic persists. Providing excellent customer service is an enormous competitive differentiator, and AI an…

READ MORE