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While it's unclear what impact generative AI will have on the workplace, there's no doubt it will disrupt current work practices. To better understand what the future might hold, Microsoft took a deep dive into the workplace and uncovered three emerging trends.
Microsoft's Emerging Workplace Trends
The Microsoft Work Trend Report titled 'Will AI Fix Work?' was based on a survey of 31,000 global workers, labor trends from the LinkedIn Economic Graph, and trillions of aggregated Microsoft 365 productivity signals. The report concluded that generative AI could solve some major workplace problems, but other issues also need to be resolved.
Microsoft has, of course, invested billions in OpenAI and has started incorporating the company's generative AI software across its portfolio of workplace offerings.
The report's findings fly in the face of other research, which point to a much bleaker future for workers as a result of generative AI adoption.
In research published at the end of February this year, for example, Resume Builder found that nearly half (48%) of the 1000 business leaders surveyed stated ChatGPT has already replaced workers in their organization. Asked if ChatGPT would lead to any workers being laid off by the end of 2023, 33% of business leaders said ‘definitely,’ while 26% said ‘probably.’
Microsoft's report takes a sunnier view, stating AI will free people from digital debt and enable innovation. "AI won’t simply 'fix' work,” the Microsoft report concludes, “it will create a whole new way of working."
The conclusion is based on three findings:
- Digital debt: The amount of data landing in front of workers has now outpaced their ability to manage it.
- AI-employee alliance: Despite concerns about the future of jobs, 70% want more AI to help with work.
- AI skills: All workers are going to need AI skills.
While the focus in the case of this Work Trends Index is firmly on technology and AI, the report also raises the related management issues that arise in the face of such change.
Related Article: What ChatGPT in Microsoft 365 Could Spell for the Workplace
A 'Balanced' Approach to AI
Charlie Wright, operations director at Epos Now, believes that Microsoft and other AI proponents are right in highlighting AI's potential to transform and enhance various aspects of work. However, he added, it is important to take a balanced view of what it can and cannot do. He suggests assessing its value in the workplace by considering four areas:
- Automation and Efficiency: AI technologies can automate repetitive and mundane tasks, freeing up time for employees to focus on more strategic and creative aspects of their work. This can lead to increased productivity and efficiency in certain areas.
- Decision Making and Insights: AI can analyze vast amounts of data and generate insights that humans may not be able to uncover alone. This can support decision-making processes, providing organizations with valuable information for strategic planning, forecasting and identifying trends.
- New Opportunities and Industries: AI has the potential to create new industries and job opportunities. As AI technologies continue to evolve, new roles will emerge that focus on developing, implementing and managing AI systems.
- Ethical Considerations and Challenges: While AI offers potential benefits, it also raises important ethical considerations and challenges. Concerns such as algorithmic bias, privacy, security, and the potential for job displacement need to be carefully addressed. Ethical frameworks and guidelines must be developed to ensure responsible AI use, fair decision-making, and the protection of individuals' rights and privacy.
AI is not a panacea that can fix all aspects of work, Wright added. Human judgment, creativity, empathy and critical thinking remain irreplaceable for certain tasks and areas.
"While AI holds significant potential to enhance work processes and outcomes, its impact will be multifaceted,” he said. "It can automate tasks, provide insights, enable personalization, create new opportunities, and address certain challenges. However, a balanced approach … is necessary to harness the full potential of AI and shape the future of work in a positive and inclusive manner.”
Related Article: Microsoft's Copilot in Viva Engage and the Trouble With AI Overreliance
AI = Solution to Everything?
Artificial intelligence presents a compelling solution to the issue of digital debt. In the workplace, workers are increasingly bombarded with data and tasks. AI can step in, not just as a tool, but as an ally, said Stefan Georgiev, senior product manager at Nerdio.
“Its strength lies in automating mundane tasks, driving efficient data management, and breaking away from a stagnating business as usual mindset,” he said. “This is not to say AI is the silver bullet for all work-related challenges — it isn't.” Georgiev does however believe AI can augment our capabilities and free up space for creativity and innovation.
He added that the drawbacks often linked to digital debt emerge from outdated tools and poor management practices that stifle productivity and hinder data flow. Here, AI can bridge the gap between disparate tools and structuring data flow.
The key here lies in fostering an environment where employees are encouraged to embrace AI, understand its potential, and learn to wield it effectively.
“While AI can mitigate many problems, the reality is that there's no one-size-fits-all fix,” he said. “More than ever, management's role is crucial in guiding employees through the AI landscape and nurturing a culture that values innovation and intelligent tool usage. In essence, AI is the catalyst, but a productive, creative future at work hinges on how well we learn to harness its power.”
Related Article: How Companies Can Get Employees on Board With the New Wave of AI
Finding the Right Balance
Phenom VP of global strategy Cliff Jurkiewicz argues that many of the problems in the workplace come down to a disconnect between goals and expectations — which is a communication issue.
In terms of digital debt, he said a lack of investment in technology creates not just a technical deficit, but also one related to data. This may simply be a result of underlying market conditions, not necessarily anything deliberate. “The real problem is a commitment to innovation,” he said.
He added: “Many organizations simply try to buy their way out of legacy technologies. It is difficult to leapfrog adoption through acquisition. At some point, you have to be willing to pay the price for your lack of investment in innovation. Once you accept this, a path can be cleared as long as the commitment from leaders is strong enough.”
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The big question, though, is whether AI can fix workplace problems or not? Jurkiewicz said AI can help if thoughtfully enabled in the organization.
This means keeping humans in the loop at every step, including assessing the use cases, vendor selection and of course, adoption. He strongly advised against allowing any one group to control the process.
The benefits of AI are already well established and generative AI is building on those early successes, so he said companies should view generative AI tools as a copilot for knowledge workers. Organizations should adopt a balanced approach to implementing AI by combining the strength of the technology with human intuition, expertise and judgment, also known as human-in-the-loop.
AI Adding to Workplace Stress
"Workplace efforts are always stressful to some extent, but AI processes can increase these stress levels by requiring that employees locate AI-generated misinformation and fix the related errors,” said Jo Ann Oravec, professor of information technology and supply chain management at the University of Wisconsin at Whitewater and Madison.
Managers will need to learn how to support employees who are facing some intense and upsetting shifts in business operations, she continued. Employees will be expected to produce much more in less time with their new generative AI tools, while their cognitive workload will escalate.
Many managers are already claiming that their workplaces incorporate new and powerful generative AI methodologies. However, after the initial excitement and hype wears off, employees will be stuck with the arduous task of combing through AI-produced materials for mistakes and so-called hallucinations. “Soon, some workplaces will attempt to attract employees by stating that they are 'AI and robot-free,' places where employees deal only with human errors and omissions,” she predicted.