Humans in the Loop

Efficiency AI, as its name suggests, is geared towards automating and streamlining existing work. In the world of AI-driven transformation in the CX context, currently this is the bulk of initiatives being worked on. This is due to it delivering measurable improvements in productivity and cost savings. And, it is also the most feared element of AI for employees. Especially is lower-hierarchical roles.

C-Suite leaders would think of efficiency AI as making well-defined workflows faster, cheaper, and more accurate. In theory. There is an opportunity to look at how savings = opportunity.

Opportunity AI transcends incremental gains. It’s the visionary, tackling previously unsolvable problems and creating entirely new products for growth, services, and even business models. This type of AI doesn’t just improve the old way of doing things; it pioneers new ones. NVIDIA CEO Jensen Huang recently talked about the fact that even though 100% of his employees are using AI, the still have more work to do than resources due to the explosion of opportunity and use cases.

In super simplistic terms, efficiency AI is coming for your job, opportunity AI is create new jobs. Which is a pathetically reductive view. But, it kinda sets the scene.

This is not meant to be a complete explainer, but a call for us to think more opportunity than efficiency when it comes to the future of work.