HumanAIzing Work

As organizations race to embrace GenAI, they need to explore how the technology can make jobs more satisfying and rewarding for their employees. By automating the creation of all kinds of text, audio, images, video and software, GenAI could make work better for people, and people better at work.

To date, the implementation of Gen AI tends to focus solely on improving efficiency and productivity. For example, organizations are trying to incorporate GenAI into their customer service capabilities through chatbots, e-mail support automation or interactive voice response systems. Although these implementations could yield significant business benefits in the short-term, they don’t consider how to better harness employees’ emotional intelligence, creativity and other human skills.  

At Deloitte, we believe in HumanAIzing work – using AI to enable human beings to focus on the tasks where they can create the most value and which they find most satisfying. This approach is essential to long lasting, sustainable progress and getting the best out of your people. It is also particularly important with GenAI, which isn’t just another digital tool: this continually-improving technology promises to make organizations far more productive and agile, but will also fundamentally transform the nature jobs. 

Organizations that successfully embrace GenAI are likely to thrive. Those that don’t, may not survive. To get the best out of GenAI, organizations must align their people, organizational structures and transformation initiatives.

A shift from heads to hearts

The Industrial Revolution harnessed coal to power machines that reduced the need for manual labor. The result was a profound shift from the use of hands to the use of heads. Now GenAI is catalyzing a move from heads to hearts. People with empathy, judgment and emotional intelligence will prosper in this new era, as organizations increasingly regard these human skills as distinctive and a source of competitive advantage. 

Sustainable working environment

By reducing repetitive and administrative work, GenAI can help employees to focus on more meaningful and rewarding tasks, where emotional intelligence and decision-making are more important. As well as increasing job satisfaction, this dynamic should reduce the immense costs and challenges associated with wellbeing issues. Implemented well, GenAI will ultimately create a healthier and more sustainable working environment. 

A partnership between human and artificial intelligence

As human skills will remain the key source of differentiation, organizations need to focus on using AI to complement people. A truly collaborative relationship between human and technology can lead to remarkable leaps in productivity and innovation. Ignoring the human-dimension is not an option. Even if they are just experimenting with ChatGPT, organizations need to take the collaboration of their people and GenAI into account.  

Upskilling people

As a first step, employees need to be equipped to employ AI effectively to amplify their capabilities. To that end, organizations should train their staff in the critical skills required to interact with and leverage GenAI, while also cultivating the required mindsets and behaviors. 

Ideally, organizations will invest in training programs to up-skill employees in AI literacy, including understanding generative AI capabilities, ethical considerations and data management. This will help to create a workforce that is agile and adaptable to new technologies. Where skills gaps can’t be addressed through training, organizations will need to attract talent with specialized skills in AI, data science and machine learning.

Redefine work

At the same time, organizations should redefine current roles to incorporate AI collaboration, ensuring that employees understand how AI tools can augment their capabilities and workflows. This redefinition of roles should also seek to ensure employees are focused on value-added work and that repetitive tasks are automated.

Future-proofing and flexing the organization

To effectively integrate GenAI, organizations must not only upskill their workforce and redefine roles but also revamp their organizational model. This includes redesigning workflows and adapting the structure to support dynamic, AI-enhanced processes. Investment in AI tools, platforms, and ecosystems is essential for seamless integration and scalability. Additionally, processes should be reimagined and streamlined to leverage GenAI’s capabilities, with continuous measurement and adjustment based on its impact on business outcomes and employee engagement.

Change management to transform behaviours

A robust change management strategy is essential for the smooth adoption of GenAI, ensuring that the technology's value is fully realized. This strategy should include establishing a clear vision for GenAI, aligning leadership, delivering effective communications, and considering the organization's culture. By fostering key behaviors and habits, a new way of working can be implemented that maximizes the benefits of GenAI tools.

Planning to implement GenAI in your organization and act upon your digital ambitions? This is your nudge to take the opportunity to make work better for people and people better work by humanAIzing work! Get in touch to learn more about our offerings and how we can support you in your transformation.