New times, new skills in the age of AI

The worst part with automation in our business world is that some companies would cut budgets from customer service in order to put bots answer when clients need to solve their problems, also when urgent situation happens (e.g. banks, online shops, social media platforms like Facebook etc.).

Automation is the last thing you should engage into a conversation with a client if he needs your help, because things can go wrong in a very short time, and you can alienate many good customers just to save some bucks.

So, I have asked Chat GPT: "What jobs will be influenced by AI", so we can see if customer support was one of them, and here is the answer:

"The influence of AI on various jobs, to what extent, and within what timeframe can vary significantly. AI has the potential to automate certain tasks and processes, enhance productivity, and create new opportunities across a range of industries. However, the impact of AI on jobs is complex and can be both positive and negative, depending on the specific role and industry. Here are some general trends and considerations:

1. Automation of Routine Tasks: Jobs involving routine and repetitive tasks are more likely to be automated. This includes jobs in manufacturing, data entry, customer support, and basic administrative roles.

2. Enhancing Productivity: AI can augment human capabilities by providing insights and recommendations, enabling professionals to make better decisions. For instance, AI can assist doctors in diagnosing medical conditions or analysts in making data-driven decisions.

3. Creation of New Jobs: While some jobs may be automated, AI also has the potential to create new roles related to AI development, data analysis, AI ethics, and more. As technology evolves, new opportunities may arise that we can't currently predict.

4. Impact on Professional Services: Jobs in law, finance, accounting, and consulting could see changes due to AI's ability to analyze vast amounts of data quickly and accurately. However, these jobs also require human judgment, empathy, and critical thinking, which AI currently struggles to replicate.

5. Healthcare and Medicine: AI could transform healthcare by assisting in medical imaging analysis, drug discovery, and personalized treatment recommendations. Some administrative tasks may also be automated, allowing healthcare professionals to focus more on patient care.

6. Transportation and Logistics: Autonomous vehicles and drones could impact jobs in driving, delivery, and transportation. However, new roles related to maintaining and overseeing these technologies might emerge.

7. Retail and Customer Service: AI-powered chatbots and virtual assistants are already changing how customer service is delivered. Routine customer inquiries can be handled by AI, freeing up human agents for more complex interactions.

8. Education: AI has the potential to personalize education, providing tailored learning experiences for students. Educators may need to adapt to new teaching methods that incorporate AI technology.

9. Manufacturing and Industry: Robotics and AI-powered automation could impact jobs in manufacturing and factory work, leading to a shift in skill requirements toward programming and maintenance.

10. Creativity and Design: While AI can assist with certain aspects of design and content creation, creative fields that require a high degree of originality and emotional intelligence are less likely to be fully automated.

Timeframe: The timeframe for AI's impact on jobs is variable and largely dependent on the industry and technological advancements. Some roles may see immediate changes, while others may take years or decades to transform significantly.

Mitigation and Adaptation: To mitigate potential job displacement, reskilling and upskilling programs are crucial. Encouraging lifelong learning and developing skills that complement AI (such as critical thinking, emotional intelligence, and creativity) can help individuals adapt to evolving job landscapes.

In conclusion, the influence of AI on jobs is complex and multifaceted. While automation may lead to job displacement in some areas, it can also create new opportunities and enhance productivity in others. Adaptation and preparation are key to navigating the changing job landscape brought about by AI and other technological advancements."

So far, the automation of the customer services has not been very appreciated by customers, as over 72% of respondents in a recent UJET survey (2022) reported that interaction with a chatbot is a “complete waste of time.” Here are more findings in this report:

• "78% of consumers have interacted with a chatbot in the past 12 months – but 80% said using chatbots increased their frustration level.
• 78% of consumers were forced to connect with a human after failing to resolve their needs through an automated service channel.
• 63% indicated that their interaction with a chatbot did not result in a resolution.
• 72% felt that using a chatbot for customer service was a waste of time.
• More than half of consumers (54%) believe that a phone call with a live agent provides the fastest resolution and best overall customer experience."

Source: https://www.forbes.com/sites/chriswestfall/2022/12/07/chatbots-and-automations-increase-customer-service-frustrations-for-consumers-at-the-holidays/?sh=6a51fe6732f6

Some managers' scenario looks like this: "we could save some money by not interacting directly with the customers". The reality, though, is that they pose a real risk to disconnect from the clients and actually make them think you ignore their problems and needs, or even that the company is avoiding the responsibility to address issues. Until the management finds out there is a problem, it can be too late, and some of your best clients or brand advocates could already be promoting your competition.

Hence, while adopting new technologies, managers could make mistakes. Still, how can we prepare for the changes of a society driven by technologies like AI? So, let's ask: "What kind of skills a human should learn and focus on in an AI age?" Here is the answer:

"In the era of AI, there are several skills that humans should learn and focus on to thrive in a rapidly changing job landscape. These skills complement the capabilities of AI and ensure that individuals can remain relevant and contribute effectively in various industries. Here are some key skills to consider:

1. Critical Thinking and Problem Solving: Developing the ability to analyze complex situations, evaluate information, and make informed decisions is crucial. AI can provide data and insights, but humans are still needed to interpret, strategize, and solve intricate problems.
2. Creativity and Innovation: Creative thinking and the ability to generate novel ideas are areas where humans excel. AI can assist in generating ideas, but the ability to combine diverse concepts, think outside the box, and innovate is a distinct human skill.
3. Emotional Intelligence: Skills like empathy, understanding emotions, and effective communication are difficult for AI to replicate. In roles that involve interactions with customers, patients, or colleagues, emotional intelligence plays a critical role.
4. Adaptability and Continuous Learning: The pace of technological change means that skills quickly become outdated. Being open to learning new tools, technologies, and techniques is essential for staying relevant in the workforce.
5. Collaboration and Interdisciplinary Skills: Working effectively in multidisciplinary teams and understanding diverse perspectives is a skill that AI lacks. Collaboration fosters creativity and leads to comprehensive solutions.
6. Data Literacy: While AI can process vast amounts of data, humans need to understand how to interpret, analyze, and draw meaningful insights from data. Basic data analysis skills are becoming essential in many roles.
7. Technical Literacy: A foundational understanding of technology, even if you're not a programmer, is valuable. This includes knowing how to use digital tools, understanding basic programming concepts, and being familiar with AI technologies.
8. Ethics and Responsible AI Use: Understanding the ethical implications of AI and its potential biases is critical. As AI systems make decisions that impact people's lives, ensuring responsible and fair use of AI is essential.
9. Complex Communication: The ability to convey complex ideas in a clear and concise manner is crucial, especially as AI-generated insights become more commonplace.
10. Entrepreneurial Mindset: Being able to identify opportunities, take calculated risks, and embrace change is valuable in an AI-driven economy. Entrepreneurial skills are essential for those considering starting their own ventures.
11. Cognitive Flexibility: This involves the capacity to switch between different tasks, adapt to new situations, and think creatively. This skill is especially important as job roles evolve and new challenges emerge.
12. Global and Cultural Awareness: As AI connects people across the globe, understanding different cultures and perspectives becomes important for effective communication and collaboration.
13. Leadership and Management Skills: AI may change the nature of leadership, but qualities such as decision-making, delegation, and team motivation remain essential.
14. Resilience and Mental Well-being: Rapid changes and uncertainty can be stressful. Developing resilience and maintaining mental well-being are vital for navigating challenges and maintaining productivity.

Remember that the specific skills needed can vary based on your industry, role, and personal aspirations. The goal is to strike a balance between skills that AI can amplify and skills that are uniquely human. Continuous learning, adaptability, and a growth mindset will be key factors in succeeding in the AI age."

I would change this list, and put Emotional Intelligence on the top of the skills we need to learn and master, as in a more technology and money driven world, in a fast moving age, finding a supplier, a colleague, a boss or a friend with more emotional intelligence could make a huge difference for the quality of your life.

It's funny that even AI recommends us to use AI tools in a more human and ethical manner. Ironic, huh? :)