Synthetic Intelligence Business Advancement Supervisor – Many alarms have been sounded about the potential of artificial intelligence (AI) technologies to displace the workforce, especially for jobs that are easily automated. But managers at all levels will have to adapt to the world of smart machines. The fact is that artificial intelligence will soon be able to perform administrative tasks that take up a lot of managers’ time faster, better and at a lower cost.
How can managers — from the front lines to the C-suite — thrive in the age of AI? To find out, we surveyed 1,770 managers from 14 countries and interviewed 37 executives in charge of digital transformation in their organizations. Using this data, we identified five practices that successful managers will need to master.
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According to research, managers at all levels spend more than half of their time on administrative tasks of coordination and control. (For example, a typical store manager or head nurse at a nursing home must constantly juggle shift schedules due to staff member illnesses, vacations, or sudden departures.) These are precisely the responsibilities that these same managers expect AI to affect most. And they’re right: AI will automate many of these tasks.
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Writing reports is another relevant example. The Associated Press has expanded its quarterly earnings reports from roughly 300 stories to 4,400 with the help of AI-powered software bots. In doing so, technology has freed journalists to conduct more investigative and interpretive reporting. Imagine technology like this for your next management report; in fact, this is already possible for some management analytics reports. Recently, data analytics company Tableau announced a partnership with Narrative Science, a Chicago-based provider of natural language generation tools. The result of the collaboration is Narratives for Tableau, a free Chrome extension that automatically creates written explanations for Tableau graphics.
Managers we surveyed see such a shift in a positive light: 86 percent said they would like AI support in monitoring and reporting.
Many decisions require insight beyond what AI can glean from data alone. Managers use their knowledge of organizational history and culture, as well as empathy and ethical reflection. This is the essence of human judgment — the application of experience and expertise to critical business decisions and practices. The managers we surveyed sense a shift in this direction and identify the skills of creative thinking and experimentation oriented towards judgement, analysis and interpretation of data, and strategy development as three of the four main new skills that will be needed for success in the future.
As Layne Thompson, director of ERP services for the US Navy’s IT organization, told us, “More often than not, managers think that what they do requires judgment, discretion, experience and the ability to improvise, rather than simply applying rules. And if one of the potential promises of machine learning is the ability to help make decisions, then we should think of the technology as being intended to support, not replace [managers].”
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Managers who view AI as a kind of colleague will recognize that there is no need to “race with the machine”. Although human judgment is unlikely to be automated, intelligent machines can add enormously to this type of work, helping to support decision-making and data-driven simulations, as well as search and discovery activities. Namely, 78% of surveyed managers believe that they will trust the advice of intelligent systems in making business decisions in the future.
One company trying to address these possibilities is Kensho Technologies, a provider of next-generation investment analytics. Its system allows investment managers to ask investment-related questions in plain English, such as, “Which sectors and industries perform best three months before and after interest rate hikes?” and get answers within minutes. Imagine how such technologies could support individuals and teams of managers in assessing the consequences of decisions and exploring scenarios.
Not only will AI improve the work of managers, but it will also enable managers to interact with intelligent machines in collegial ways, through chat or other intuitive interfaces. AI will be their always available assistant and advisor.
While managers’ own creative abilities are vital, perhaps even more important is their ability to harness the creativity of others. Manager-designers combine different ideas into integrated, feasible and attractive solutions. They embed design thinking into the practices of their teams and organizations. A third of managers in our survey identified creative thinking and experimentation as key skill areas they need to learn to remain successful as artificial intelligence increasingly takes over administrative work.
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In an interview, Peter Harmer, CEO of Insurance Australia Group, highlighted the need for managers who foster collaborative creativity in the digital enterprise: “We need people who can actually put ideas on top of ideas. Not someone who has to win a contest of ideas, but someone who can say, “Scream! If we put these two, three or four things together, we have something very, very different.’ That’s the creativity, the curiosity [that we need in managers].”
The managers we surveyed recognized the value of judgment work. But they underestimated the deep social skills critical to networking, teaching and collaborating that will help them excel in a world where AI performs many of the administrative and analytical tasks they do today.
While they will use digital technologies to leverage the knowledge and judgment of partners, customers and communities, they must be able to tease out and bring together different perspectives, insights and experiences.
AI will eventually prove to be cheaper, more efficient and potentially more impartial in its actions than human beings. But such a scenario should not be a cause for concern for managers. It just means that their jobs will change to focus on things that only humans can do.
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Writing an earnings report is one thing, but developing messages that can engage the workforce and provide a sense of purpose is human to the core. Tracking schedules and resources may soon fall to machines, but drafting strategy remains unmistakably human. Simply put, our recommendation is to adopt AI to automate administration and augment, but not replace, human judgment.
If the current shortage of analytics talent is any indication, organizations cannot afford to wait and see if their managers are equipped to work alongside AI. To prepare themselves and their organizations for the kinds of people-driven work that will gain in importance as technology takes over more routine tasks, leaders must take the following steps:
Do your research early. To navigate an uncertain future, managers must experiment with artificial intelligence and apply their insights to the next cycle of experiments.
Adopt new KPIs to drive adoption. AI will bring new criteria for success: collaboration capabilities, information sharing, experimentation, learning and decision-making efficiency, and the ability to reach insights beyond the organization.
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Develop training and recruitment strategies for creativity, collaboration, empathy and judgment skills. Leaders should develop a diverse workforce and management team that balance experience with creative and social intelligence — each side complementing the other to support sound collective judgment.
Although the coming disruptions will not come all at once, the pace of development is faster and the implications more far-reaching than most executives and managers realize. Those managers who are able to assess what the workforce of the future will look like can prepare for the arrival of AI. They should see it as an opportunity to flourish.
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On June 22, 2021, the Calgary Marketing Association and the Advertising Club of Edmonton co-hosted a panel that explored the evolving role of AI and machine learning in marketing and advertising, addressing how marketers can apply AI within their marketing mix and in the consumer journey.
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Right at the top, you might be asking, “Wait, now. I’ve heard of AI. I’ve heard of machine learning. I thought they were the same. Or maybe somehow different. But still connected. What is going on here, really?”
Vertical City is a media company specializing in elevator advertising. A laser eye surgery clinic wanted to advertise elevator drivers who wear glasses. Using small cameras placed in elevator media units, Vertical City was able to distinguish between people wearing glasses and those not wearing glasses. The algorithm that drives that differentiation is artificial intelligence.
But what about people who wear sunglasses? The laser eye surgery clinic isn’t really interested in them. Training an AI algorithm to recognize the difference between glasses and sunglasses and come to its own conclusions about which is which – well, that’s machine learning.
A concept explored during the panel discussion on AI and ML was how it can have a dual existence as both a strategy and a tactic. For Alyssa, the real value in AI is how it can give marketers greater insight into their data while giving them more freedom to focus on bigger, more creative
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