The AI Juggernaut: Replace or be Replaced - The Unavoidable Shift in Support Functions

To Senior Management: The Clock is Ticking

In the relentless march of technological advancement, AI is not knocking at the door; it's already inside, reshaping the very fabric of our organizations. The CEOs of Klarna and Salesforce, along with tech visionary Eric Schmidt, have sounded the alarm. AI isn't just supplementing; it's supplanting human roles, especially in support functions. Klarna has stopped hiring for roles they believe AI can do better, faster, and cheaper. Salesforce talks of a digital workforce where AI not only supports but replaces human tasks in customer service and data analysis. Schmidt warns of a future where AI's efficiency will render many current jobs obsolete.

This isn't a slow evolution; this is a rapid revolution. If your organization hasn't started integrating AI into support functions, you're not just falling behind; you're setting yourself up for obsolescence. The message is clear: Adapt or be outpaced. Your company's survival in this new era depends on your readiness to embrace AI, not just as a tool, but as the new workforce.

To the Mid and Lower Levels: Reflect on Your Reality

For those in the trenches, the implications are personal and immediate. Here's a question for you: Do you feel comfortable asking for help or getting assistance from support functions in your organization? Or do you find yourself dragged through endless loops for tasks that should be straightforward and swift?

Support functions have often built a fortress of power within many organizations, creating more of a bottleneck than a boon. This centralization of control has, in some cases, turned these departments into empires of inefficiency, where getting simple tasks done can feel like navigating a bureaucratic labyrinth.

Think About This:

• Are you frustrated by delays in getting support?
• Do you notice a resistance to change or innovation within these support roles?

If your answer is yes, it's time to consider how AI could transform these functions from being a hindrance to a source of efficiency. AI doesn't negotiate, it doesn't have an ego, and it doesn't play office politics. It just does what it's programmed to do, which is often exactly what's needed - quickly and accurately.

The Provocation:

To senior management, the question is not if but when. When will you integrate AI to streamline, to innovate, to survive? For mid to lower levels, the challenge is to advocate for change. If support functions are holding you back, isn't it time to demand AI solutions that could liberate you from the inefficiencies of the past?

The future of work isn't coming; it's here. Embrace AI, or watch your organization become the next casualty in the digital transformation war. The time to act is now.