Addressing workers’ concerns about AI
Successful integration of AI into daily operations hinges on front-line employees, yet the impact on their morale is often overlooked. Artificial intelligence (AI) and machine learning (ML) solutions are being adopted across every industry today. Quite often, these initiatives involve deploying ML models into operational settings where the model output ends up being a widget on the screens or a number on the reports that are put in front of hundreds, if not thousands, of front-line employees. These could be underwriters, loan officers, fraud investigators, nurses, teachers, claims adjusters, or attorneys. No industry is immune to these transformations. These initiatives are typically driven from the top down. Management monitors and looks for ways to improve KPIs, and increasingly, AI/ML initiatives are identified as a means to this end. Certainly, there’s plenty of communication among executive, finance, data science, and operational leaders about these initiatives. Unfortunately, in