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Sadagopan S, Executive Vice President, Global Head of SaaS & Commercial Applications, Digital Business Services at HCLTech.
Throughout history, the workforce has had to continuously adapt to the advancements of the time. From the steam engine of the Industrial Revolution to the Internet Boom of the late 20th century, today, we are experiencing the aftermath of another monumental shift.
Artificial intelligence (AI) is reshaping industries and redefining the way we work. The global AI market size is expected to reach $1,811.75 billion by 2030. Even as we integrate AI into our business processes, the value of human expertise is irreplaceable.
The scale of this digital transformation is significant. Almost 40% of global employment is exposed to AI. In advanced economies, the potential impact is even more pronounced, with approximately 60% of jobs being transformed by AI.
The Irreplaceable Element
The multiple benefits of AI in digital transformation strategies have shown tangible results across industries. Generative AI (GenAI) APIs in cloud platforms are revolutionizing digital workplaces. Gartner forecasts that by 2026, over 80% of companies will use GenAI in their digital work environments, compared to less than 5% in 2023. This rapid adoption is set to transform how we collaborate, create and solve problems in the modern workplace.
These results also raise an important question: What role will humans play in this AI-driven future?
In our global research report, “The Blueprint to Total Experience,” we observed that about 62% of leading firms plan to use AI to automate routine and repetitive tasks by 2027. This will free up time for critical and strategic thinking.
In my experience, digital transformation isn’t about blindly adopting the latest technologies. It’s about thoughtfully integrating these tools in ways that augment team strengths and align with organizational values. This is why uniquely human skills—such as emotional intelligence, adaptability, creativity and interpersonal skills—are now indispensable in the AI-enabled workplace.
Putting Humans In The Loop
The future of work is a partnership between humans and AI, where each enhances the other’s strengths. AI excels at processing data and handling repetitive tasks, while humans bring critical thinking, emotional intelligence and creativity. Together, they create a powerful synergy that combines efficiency with thoughtful decision making.
Approximately 23% of all jobs worldwide will be transformed due to industry changes, such as advancements in AI and text, image and voice processing technologies. We need new methods to harness the potential of this evolving workforce.
Practicing the art of having a human-in-the-loop (HITL)—where humans and machines work together to solve complex problems—requires new skills developed with ethical considerations in mind. This includes fairness, transparency, accountability and avoiding biases.
We are already seeing this symbiosis in action as industries prioritize digital transformation strategies as a major part of their growth plan. In the medical field, AI assists in diagnosis and treatment planning, while doctors provide critical thinking and empathetic care that machines cannot.
Studies have tested the diagnostic abilities of large language models (LLMs) and found that they were up to 77% accurate when making final diagnoses. AI tools are also being used to enhance human creativity, offering new avenues for expression and problem-solving. For example, the film industry is using AI for tasks like script analysis and audience prediction, allowing filmmakers to focus more on storytelling and artistic vision.
Another industry leveraging AI extensively is customer service. Chatbots handle routine inquiries, while human agents tackle complex issues that require empathy and nuanced understanding. Around 80% of customers who have interacted with AI software for customer service reported having a positive experience.
The Role Of Human-Centric AI Design
Designing AI systems with intuitive interfaces is key to enhancing human decision making. Seamless integration and continuous learning for both AI and humans are essential. Effective communication and feedback loops are also critical for successful collaboration, alongside strong data management and security.
Equally important is the interdisciplinary collaboration between different stakeholders such as AI developers, ethicists and domain experts. This will address various aspects of AI implementation while regulatory compliance ensures adherence to legal standards.
However, this human-AI integration also presents widely discussed challenges, such as ensuring ethical AI use, maintaining continuous learning for both AI systems and human workers and striking the right balance between AI implementation and human-centric workplace cultures.
By embracing this collaborative approach, enterprises can unlock unprecedented levels of productivity and innovation while maintaining the irreplaceable value of human creativity, empathy and critical thinking.
Leadership In The AI Era
Technology leaders have a responsibility to create an environment where this human-AI synergy can thrive. This means investing not just in AI technologies but in the continuous development of human capital. Notably, 73% of organizations have already identified AI as a critical investment area in the coming years.
Our role extends beyond just technological implementation. We also need to navigate the complex ethical landscape of AI integration, ensuring that technological advancements align with societal values and benefit humanity as a whole. This demands a new kind of leadership, combining technological literacy with strong ethical grounding and visionary thinking.
Shaping The Future Of Work
The digital transformation we’re experiencing today isn’t about replacing humans with machines. It’s about reimagining how we work, creating a future where AI and human expertise complement each other to achieve outcomes that neither could accomplish alone.
As we continue on this journey, the possibilities are boundless. The key to success in this new era will be our ability to embrace change, continuously learn and leverage our uniquely human qualities alongside AI capabilities.
The future belongs to those who can master the art of human-AI collaboration. It’s not just about keeping up with technology; it’s about leading the way to create a future where technology enhances our humanity rather than diminishes it.
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