Page 19 - AI for Good - Impact Report

AI for Good

For instance, a furniture store chain has implemented an AI bot named Billie to handle routine
customer inquiries, which allows their call center agents to focus on more creative and human-
centric tasks. This highlights the need for organizations to invest in upskilling initiatives that
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enhance design skills and human connection, shifting the focus from procedural tasks to
creativity and innovation. This approach not only increases efficiency but can also enrich workers'
roles, make their jobs more fulfilling and aligned with their capabilities.
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The rapid pace of technological change requires a new model where people and technology
co-create new knowledge. This model demands deliberate scaling and development of human
capabilities. Most executives agree, with 71% stating that their organization’s plans for GenAI
include using it to advance the human capabilities of their workers. This shift is essential as
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traditional strategies may only yield short-term gains, while the focus should be on creating
value by integrating human and technological capabilities. 75

GenAI serves as a tool to augment human capabilities. This human-machine collaboration is
expected to enhance productivity and innovation, creating value for both organizations and
workers. Clear communication about AI's role as a complement, not a replacement, is crucial,
along with responsible data practices to build trust and ensure positive impacts on performance
and worker well-being. Organizations must also prioritize human-centric metrics, such as job
satisfaction and well-being, alongside traditional business metrics, to create a balanced and
sustainable work environment. 76

As roles become more dynamic, the workforce's required skills are evolving. Emotional
intelligence, and divergent thinking - a thought process used to generate creative ideas by
exploring many possible solutions - are becoming increasingly important as they help workers
make judgments in the face of constantly changing data. Additionally, curiosity and resilience are
critical skills that enable workers to explore, experiment, and play in safe digital environments.
These skills help workers adapt to new technologies and work processes, fostering a culture
of continuous learning and innovation. For example, a Japanese pharmaceutical company
experimented with a four-day workweek to allow workers to gain experiences outside their
jobs, hoping to infuse their digital upskilling and creativity into the business. 77

In today's workforce, collaboration and social intelligence are highly prized. As work becomes
more collaborative, these skills can enable workers to interact effectively within and across
teams, boosting overall productivity and innovation. Organizations are increasingly investing
in empathy-related training and development, recognizing the importance of these human
capabilities. For example, a major hotel chain used virtual reality to help workers better
empathize with tired and frustrated travelers. Such development activities often involve placing
workers in unfamiliar situations or allowing them to observe and practice empathetic responses,
thereby enhancing their ability to collaborate and innovate.
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While human capabilities are important, technical skills and AI literacy are crucial. Workers must
understand and use AI tools to enhance their work, as the workforce's required skills evolve in
response to GenAI integration. Technical skills such as AI tool management, data analytics, and
predictive analytics are becoming increasingly important. Professionals need to be proficient
in using AI tools, validating AI outputs, and understanding the nuances of large language
models (LLMs) and image processing. Continuous learning and upskilling are pivotal, as workers
need to adapt to ever-evolving AI technologies. Human-centric skills, including emotional
intelligence, critical thinking, problem-solving, and strategic thinking, are also essential for
navigating complex problems and leading teams through technological transitions. Adaptability

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