The potential for generative AI like ChatGPT to disrupt how humans interact with computers, change how information is retrieved, and transform jobs across industries has left a lot of company leaders scratching their heads. As with other breakthroughs in AI, ChatGPT and similar large language models (LLMs) raise big questions about their impact on jobs and how companies can apply them productively and responsibly.
Generative AI Will Enhance — Not Erase — Customer Service Jobs
Companies should start looking now for creative ways to tap the power of human-machine collaboration.
March 30, 2023
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Summary.
Unlike other major innovations where the technology was a relatively stable “product” when business started adopting it, the evolution of generative AI and LLMs will happen in parallel with adoption because the breakthrough is so big. Companies can’t afford to wait. Leaders must begin now to do the hard work of reinventing jobs and creating the most effective mix of human, automated, augmented, and emergent tasks in the context of the company’s specific business.
Because adoption and evolution of the technology will take place almost simultaneously, generative AI will be continually disruptive. But it will also unleash human creativity and empower people to solve problems that were unsolvable before.
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Accelerate your career with Harvard ManageMentor®. HBR Learning’s online leadership training helps you hone your skills with courses like Digital Intelligence . Earn badges to share on LinkedIn and your resume. Access more than 40 courses trusted by Fortune 500 companies.
Excel in a world that's being continually transformed by technology.