People are a part of the system, not just users of it.
In June 2009 a flight crashed in the Atlantic Ocean on its way from Rio de Janeiro to Paris, killing all 228 onboard. When automated systems malfunctioned, the pilots found themselves unable to take over and keep the plane up. They accidentally put the aircraft into a dangerous stall and were unable to use “old-school” methods to bring the aircraft under control. What then is the ideal human and machine balance?
Considering the pilots relied heavily on automated systems-the FAA ( Federal Aviation Administration) later developed standards to ensure pilots receive adequate training opportunities to build, maintain, and demonstrate manual flying skills.
As the use of algorithms and automated systems progress in the future, processes should be sketched to allow human employees to take over if systems fail and ensure that employees are trained and equipped with the skills to do so.
Panic over Job Losses
By 2017, Amazon had more than 100,000 robots working in its warehouses, augmenting the human workforce. Some customer service centers use artificial intelligence (AI) to interact directly with customers, or to assist human operators—for example, by recommending possible answers to a customer’s query.
The latest ripple of automation has driven anxiety among the industry. Policymakers express concern over a growing economic divide, in which workers with the right skills receive the benefits of automation, while robots supersede those with inadequate training and increasingly left out of fruitful jobs.
But is it a novel concern?
In the 19th century, Spinning jennies in England transformed the weaving industry and sparked similar resistance. In the 1960s, the U.S. government created a task force to study the impact of technology on livelihoods.
“If we understand it, if we plan for it, if we apply it well, automation will not be a job destroyer or leave a family displaced,” President Lyndon Johnson said at the time.
People are our greatest asset
That is the truism of today’s economy. But was it always the case? A hundred years ago, employees and cogs in a machine were regarded interchangeable. The difference between an outstanding worker and a mediocre one wasn’t remarkably significant.
Conversely, in today’s age, creative and collaborative talents are essential to delivering value.
In the yesteryears, human talent was mainly about the logistics of personnel administration, tracking hours, pay, and benefits. But in the digital age, worker engagement is an integral differentiator.
Many organizations genuinely recognize the value of their people, and they are working towards creating a fulfilling employer-employee connection.
The Human and Machine Balance
Technology advances are reshaping the future of work. And yes, humans and machines can work effectively together. A pairing of the human and machine balance can design impactful workspaces.
So what Jobs will Shine with automation?
The Creative Roles-
Consumers are not satisfied today with the ordinary. They look for authenticity and uniqueness in a brand offering. They look at a connect with the brand- the one that leaves them feeling good after a purchase. That is where creative talent in a business model is put to use.
Tailored products with a purpose to drive customer experience with their products or services.
For example, In early 2018, the creative brain-child of Swedish furniture and home goods retailer IKEA launched ‘Co-Create IKEA,’ a digital platform encouraging customers and fans to develop new products.
Beyond market advantages, this initiative helped them create a community of loyal customers.
The Emotional Intelligence Roles-
If done well, a human and machine balance can produce better resolutions than either the digital or human behaviors could have created alone.
Sales Managers need a high level of emotional intelligence to the network, collaborate with customers, industry peers, encourage sales teams and meet targets every month.
Automation can make their job much more manageable and smarter by assisting them with data analyses, interpretations, and sharing trends. The role stays clear of being replaced by automation.
Similarly, Human Resources, Marketing Managers, Leadership roles will always need a human at the helm of its teams to greet unseen humane problems and approach them creatively.
Existing Roles may get reshaped.
Redesign customer service roles:-
Let’s examine a case where a customer service representative is speaking with a client. While the customer service representative in the telecom, healthcare, insurance or retail industry speaks on the phone, the machine could decipher the conversation, automatically flagging relevant information as may be needed. Simultaneously, AI could suggest tactical solutions to the service representative. The officer in point, can genuinely focus on the conversation, provide empathy to the listener, and discover his underlying needs- enhancing the speed of service, and improving the expanse of service.
Tech-Powered Future Jobs
Let’s picture a tech-powered Transport Operations Manager. The technology could enable the transport system of a city to run autonomously. A Transport Operations Manager would deal more with exception handling. If there is an accident, the machine might suggest a mitigating action- the approval of which will be at the dispersal of the transport manager. The human judgment, in combination with the system, will offer fitting solutions.
The definition of a ‘career’ is changing. Skills and expertise have more fleeting shelf lives. People that are entering the workforce today, pivot through unique pathways obtaining new training and accumulating new talents, not looking forward to a lifetime of a 40-year career in the same job.
Likewise, the cloud infrastructure is allowing people to access a pool of talented resources and pay exactly for the resources they need and when they need them.
The employer can look across the spectrum of specializations, and match tasks to in-house staff while reserving some for contractors or gig workers.
The Government of Canada (GC) is running toward this model in its GC Talent Cloud initiative. It is building a digital marketplace of prequalified people who possess talent in many different fields.
A fresh season of opportunities
Today creativity and collaboration are essential. Today decision-making is rooted in data, not just intuition. Value creation in the future isn’t possible by spikes in performance by individual performance, but by putting together a team supported by technology to bring out the best in humans.
Automation, AI, and other emerging technologies can have a moving impact on the performance, comfort, and well-being of field and frontline workers, who often face different challenges than office workers do.
The potential is enormous. To grasp a brighter future, however, we need to realize that we have the power to change for the better.