Conversational AI is an emerging technology with its capabilities varying on a regular basis. This case study provides you the opportunity to read and reflect upon how it is currently positioned in this study, and its role whilst you are out on placement, or when you are working as an IT professional.
Access and read the paper:
Gkinko, L., & Elbanna, A. (2023). Designing trust: The formation of employees’ trust in
conversational AI in the digital workplace. Journal of Business Research, 158, 113707.
Considering your learning from this case study, in approx. 2-3 pages reflect and report on:
- How and why conversational AI represents an emerging digital technology disruption. You can also provide a historical context on AI more broadly.
- Emotional responses and reactions within society, or as an employee when faced with disruptions in newer or more unfamiliar forms of technology.
- Impact and influence of trust and trusting technology in the workplace as an employee with expected deliverables and responsibilities.
- Appropriate or ethical employee behaviour.
- Reflect on the findings from the study, including remarks on future AI thoughts or
concerns.
The Emergence of Conversational AI: Disruption and Reflection
The rapid advancement of technology has led to the emergence of conversational AI, a disruptive force that is transforming the digital workplace. Conversational AI refers to the use of artificial intelligence to enable computer systems to understand and interact with humans through natural language. In this reflection, we will explore how and why conversational AI represents an emerging digital technology disruption, examine emotional responses and reactions within society and as employees when faced with unfamiliar technologies, discuss the impact and influence of trust in the workplace, reflect on appropriate employee behavior, and analyze the findings from the study on designing trust in conversational AI.
Conversational AI as an Emerging Digital Technology Disruption
Conversational AI is part of the broader field of artificial intelligence, which has a rich historical context. AI has evolved from its early beginnings in the 1950s, with researchers exploring the possibilities of creating machines that could mimic human intelligence. Over the years, advancements in computing power and data availability have propelled AI forward, enabling breakthroughs in various domains such as natural language processing, machine learning, and deep learning.
Conversational AI represents a disruption because it revolutionizes the way humans interact with machines. Traditionally, human-computer interactions were limited to keyboards, mice, or touchscreens. However, conversational AI allows users to engage with technology using natural language, such as voice commands or text-based chatbots. This shift in interaction methods has profound implications for the digital workplace, as it enables more seamless and intuitive communication between humans and machines.
The adoption of conversational AI in the workplace offers several benefits. It can enhance productivity by automating repetitive tasks, provide personalized assistance and support to employees, and improve decision-making through intelligent insights derived from large datasets. However, with any disruptive technology, there are also challenges and considerations to address.
Emotional Responses and Reactions to Technological Disruptions
When faced with disruptions caused by unfamiliar or newer technologies like conversational AI, individuals may experience a range of emotional responses. These responses can vary depending on factors such as personal attitudes towards technology, previous experiences with similar technologies, and the perceived impact of the disruption on job security or task performance.
Some employees may exhibit excitement and curiosity about the potential of conversational AI to simplify their work processes or enhance their capabilities. They may embrace the opportunity to learn and adapt to new technologies, seeing them as tools that can improve their efficiency and effectiveness.
On the other hand, some employees may experience apprehension or resistance towards technological disruptions. They may fear that their skills will become obsolete or that their roles may be replaced by automation. This fear can lead to resistance or reluctance to adopt new technologies and may require change management strategies to address.
Impact and Influence of Trust in the Workplace
Trust plays a crucial role in the adoption and acceptance of conversational AI in the workplace. Employees need to trust that the technology will perform reliably and consistently. Trust is built through positive experiences with the technology, clear communication about its purpose and capabilities, and transparency regarding data privacy and security.
Trust in conversational AI can have a significant impact on employee productivity and well-being. When employees trust the technology, they are more likely to rely on it for assistance, allowing them to focus on higher-value tasks. Conversely, if trust is lacking, employees may spend excessive time double-checking or verifying the output of the technology, leading to reduced efficiency.
Additionally, trust in conversational AI can also be influenced by organizational culture and leadership. If leaders demonstrate trust in the technology and actively promote its benefits, it can foster a culture of openness and acceptance among employees.
Appropriate Employee Behavior in the Context of Conversational AI
As conversational AI becomes more prevalent in the workplace, it is essential for employees to exhibit appropriate behavior when interacting with these technologies. This includes understanding the limitations of the technology and not overrelying on it for critical decision-making. Employees should also be mindful of ethical considerations such as data privacy and confidentiality when using conversational AI tools.
Moreover, employees should be open to continuous learning and upskilling to adapt to evolving technological landscapes. Embracing a growth mindset and actively seeking opportunities to develop new skills will enable employees to leverage conversational AI effectively in their work.
Reflections on Study Findings and Future AI Thoughts
The study on designing trust in conversational AI by Gkinko and Elbanna sheds light on the importance of trust in facilitating employee acceptance and engagement with this emerging technology. The findings highlight that trust in conversational AI is formed through factors such as system reliability, transparency about data usage, perceived usefulness, and organizational support.
Looking ahead, it is crucial to continue researching and understanding how conversational AI evolves in the workplace. As this technology becomes more sophisticated, concerns about job displacement and ethical considerations will likely arise. Organizations should proactively address these concerns by transparently communicating about their plans for integrating conversational AI into their workflows while ensuring that employees are provided with appropriate training and support.
In conclusion,
the emergence of conversational AI represents a disruptive force in the digital workplace. Emotional responses to these disruptions can range from excitement to apprehension depending on individual circumstances. Trust plays a vital role in facilitating employee acceptance of conversational AI, ultimately impacting productivity and well-being. Employees should exhibit appropriate behavior when interacting with these technologies while embracing continuous learning. The study’s findings emphasize the importance of designing trust in conversational AI and provide valuable insights for organizations navigating this technological disruption. As we move forward, it is crucial to address concerns surrounding job displacement and ethical considerations associated with conversational AI while fostering a culture of trust and innovation in the workplace.