The evolution of generative AI will cause a big breakthrough. Companies can’t afford to wait. Leaders must begin now to do the hard work of reinventing jobs and creating the most effective mix of human, automated, augmented, and emergent tasks in the context of the company’s specific business.
Customer service, a vital activity in almost every industry, provides an instructive case in point of the ways generative AI will enrich — not erase — jobs. For example, a report by the Harvard Business Review found that the bulk of work for customer service representatives could be broken down into 13 existing tasks. Four of the tasks remained unchanged. Four tasks could be fully automated. Five tasks could be augmented to help humans work more effectively. And five new, high-value tasks emerged. Human, automated, augmented, and emergent tasks — these are the ingredients of a new mix of tasks around which companies should redesign jobs to get the maximum advantage from generative AI.
https://hbr.org/2023/03/generative-ai-will-enhance-not-erase-customer-service-jobs