Gartner Research

Use Digital Workplace Programs to Augment, Not Replace, Humans With AI

Published: 15 January 2018

ID: G00344411

Analyst(s): Manjunath Bhat , Matthew Cain


AI, robotics and automation require employees to build new competencies and to embrace new ways of working. Application leaders responsible for digital workplace should amplify the digital dexterity of the workforce through the combination of human abilities and artificial intelligence.

Table Of Contents
  • Impacts


Impacts and Recommendations

  • Employees Become Increasingly Disengaged as Application Leaders Introduce AI Technologies to Drive Competitiveness
    • Unlocking Latent Skills in the Workforce That Are Uniquely Human
    • Encouraging Employees to Take an Outside-In View of Their Jobs Reveals an Interesting Paradox
    • Knowledge Workers Rely on AI for Tactical Decisions to Help Them Deliver Strategic Insights
    • Determine Upskill and Reskill Opportunities to Prepare the Workforce for Fast-Changing Job Roles
  • Complementing Human Skills With AI Technologies Improves Decision Making and Process Efficiency
    • Pair the Deployment of Virtual Customer Assistants With Virtual Employee Assistants
    • Avoid the Temptation of Eliminating the Human in the Loop
  • Human and Machine Interaction Feedback Loops Will Drive Continuous Process Improvement
    • Real-World Use-Case Examples
    • Feedback Loops Continually Improve the Accuracy of Decisions in an AI-Augmented Process

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