AI colleagues, such as intelligent chatbots and AI assistants, are becoming part of everyday life in many workplaces. But what does this mean in practice? How will human work evolve, and how should this change be implemented to maximize its benefits? In this blog, we discuss the role of AI colleagues, involving people in the process, and leading this transformation effectively.
The first step in introducing an AI colleague to the workplace is to identify processes where employees spend excessive time on repetitive tasks. For example, if a significant portion of time in customer service is spent handling simple questions, an AI assistant can free up employees’ time for more complex and important customer interactions.
Assigning the Right Role to an AI Colleague
Just like new employees, an AI colleague needs a clear role and responsibilities. It’s best to assign repetitive and straightforward tasks to the AI. At the same time, it’s crucial to define situations where human expertise is indispensable. This ensures that AI and human workers complement each other’s strengths.
Example:
An AI assistant can handle website customer service 24/7, answer frequently asked questions, and process simple requests like appointment scheduling or product information. However, complex problems requiring tailored expertise are directed to humans. This clear division of roles improves the customer experience and prevents overlaps between AI and employees.
Reducing Fears and Engaging Employees in the Transition
Technological changes can make employees feel uncertain. They might fear losing their jobs or that AI will “take over” their work. Therefore, it is critical to communicate openly about the tasks the AI colleague will handle and how it supports, rather than replaces, employees. When employees understand the value AI brings and their role alongside it, their commitment increases, and resistance decreases.
Action Step:
Organize workshops and training sessions where employees can familiarize themselves with AI and learn how to use it in practice. Give them the opportunity to participate in defining the role and goals of the AI assistant. When employees have a say in how the AI colleague is used and its role in the workplace, they feel part of the change, which strengthens their commitment and reduces uncertainty. This inclusive process also helps identify potential development areas early in the implementation phase.
AI and Continuous Learning
AI colleagues require new skills and readiness for continuous learning. Employees need to learn how to use AI effectively in their work and collaborate with it. Meanwhile, the AI colleague evolves over time as it gains more data. This makes learning an ongoing process that doesn’t end with the implementation of AI but continues as it develops and diversifies.
Example:
Initially, AI can handle simple and repetitive tasks, such as basic inquiries or simple analyses. Over time, employees can learn to leverage AI for increasingly complex tasks, such as deeper data analysis or personalized customer service. This way, employees can develop their own skills alongside the capabilities of AI.
Leading Change When AI Becomes Part of the Team
Introducing an AI colleague is not a one-time change but a continuous process. Leaders play a central role in developing AI use and integrating it into the organization’s daily processes. It’s important for leaders to set an example and openly demonstrate how AI can simplify work and enhance efficiency. Positive leadership attitudes and openness to change encourage employees to embrace AI and learn how to use it.
Action Step:
Ensure that leadership not only approves the adoption of AI but actively participates in its use and development. This can involve leaders attending training sessions, having open discussions with employees about the benefits and challenges of AI colleagues, and using AI assistants to enhance their own tasks. When leaders show that AI is an integral part of work processes, it motivates the entire organization to adopt it.
Gradual Implementation of AI Colleagues
The success of technological changes largely depends on how well employees understand the need for change. A gradual implementation of AI colleagues, carefully planned, ensures that both systems and employees adapt to the change without significant disruptions. Successful implementation is not just a technical project; it requires change management. However, it doesn’t have to be difficult. Defining tasks and objectives, involving people, alleviating fears, and having a clear role division are key, as in any change process. AI offers immense potential for improving work efficiency, but its successful utilization in an organization requires openness and continuous learning.
Now is the time to seize the opportunity! AI colleagues are not just a vision of the future; they are already here, making work more efficient, creative, and rewarding while freeing up human potential for areas where humans are irreplaceable.
Johanna Riippi, Professional Facilitator, Learning Designer & AI expert, Kompassia Oy
Maiju Korhonen, Development Manager, Customer Experience Solutions, Avatars Intelligence Oy
Sanna Varpukari, Founder & CEO, Avatars Intelligence Oy