Your Next Co-Worker Is Going To Be A Robot

Actors Woody Harrelson (L) and Matthew McConaughey appear in a new Salesforce ad on AI agents. (Photo by Kevin Winter/Getty Images)

The Rise of Digital Workers

In 1800s England, the ratio of nobility to servants was about 1:10 – then came the industrial revolution. By 2030, advanced firms will have many more agents (I prefer the term digital workers) than human workers. Yes, there is a ton of hype about AI agents, including Salesforce’s ad with Matthew McConaughey getting soaked at a restaurant due to his badly trained agent. But, there are firms that are already deploying these digital workers and allowing their employees to “hire” them as needed through regular internal channels.

A Great Example: OneDigital

A great example is OneDigital, a financial services firm that counts over 100,000 employers and millions of individuals as customers. It provides personalized, tech-enabled solutions designed to meet contemporary work-life needs. The firm grew through many acquisitions of service firms and advisors and prides itself on its entrepreneurial zeal – so the idea of a top-down mandate for digital workers was a non-starter.

Instead, the team at OneDigital, led by Vinay Gidwaney, head of AI, created a group of digital workers (10 are live right now with about a dozen in the pipeline) who have been trained in different areas of expertise. This new digital talent pool is available within the firm through an AI staffing portal.

AI Agents vs. Digital Workers

As Gidwaney notes, “We chose the analogy of hiring a digital worker rather than using AI jargon because it is so much easier to understand and to classify what it is you need to help you in your work. Also, it fits with our culture of sales and service-oriented professionals.”

3 Implications for Leaders

1. Consider AI Agent Types

The first practical implication is to understand what types of digital workers are being born. See the work of OneDigital, understand what firms like Accenture and Salesforce are doing to create agents on demand. Think about what you could build for yourself.

2. Find Areas Where AI Agents Can Bring Value

Consider places in your organization where digital workers could create the most leverage. Do you want coverage on help, service, and other topics while you’re closed? Would additional RFP review capacity increase your speed of response to customers? Every firm has a bottleneck or two that a digital worker could help alleviate.

3. Build Up Your Human Workers, Too

Perhaps most importantly, as you create the financial surplus from these innovations, give some to the customer and some to the investors, but remember to reinvest in your talent to help them grow and create a positive learning loop in which human and digital workers amplify their performance together. Remember, Henry Ford doubled the daily wage from $2.50 to $5 when he launched his revolution. Now is the time to do the same.

Conclusion

Leading firms are realizing that AI is not just a technological change, it is an organizational change. The beauty of using the digital worker analogy is that everyone can relate to it. As the use of digital workers grows, it is essential for leaders to consider the implications for their organizations.

FAQs

Q: What is the difference between AI agents and digital workers?
A: AI agents refer to the technology behind AI, while digital workers refer to the actual employees or agents that can be used to perform tasks.

Q: How can I get started with digital workers?
A: Consider what types of digital workers are being born, what firms are doing to create agents on demand, and think about what you could build for yourself.

Q: What are the benefits of using digital workers?
A: Digital workers can bring value to your organization by alleviating bottlenecks, increasing capacity, and amplifying human performance.