CIOs should note that Artificial Intelligence will replace many IT jobs in system administration, help desk, project management and application support, according to Gartner.
Some job roles will disappear, but AI will improve some skills shortages, and the IT organization will increasingly focus on more creative work that differentiates the enterprise.
Juniper Research said chatbots will redefine the customer service industry, with healthcare and banking sectors set to benefit the most. It forecasts that chatbots will be responsible for cost savings of over $8 billion per annum by 2022, up from $20 million this year.
“CIO should commission the enterprise architecture team to identify which IT roles will become utilities and create a timeline for when these changes become possible,” said Stephen Prentice, vice president and Gartner Fellow.
Smart machines and robots may replace highly trained professionals in tasks within medicine, law and IT by 2022.
CIOs have a major role to play in preparing businesses for the impact that artificial intelligence (AI) will have on business strategy and human employment.
The economics of AI and machine learning will lead to many tasks performed by professionals today becoming low-cost utilities. AI’s effects on different industries will force the enterprise to adjust its business strategy. High-margin industries will become utilities as AI turns complex work into a metered service like electricity.
Financial services could automate jobs such as loan origination and insurance claims adjustment. However, while AI will hit employment numbers in some industries, many others will benefit as AI and automation handle routine and repetitive tasks.
AI is successful in addressing problems that are well-defined and narrow in scope, whereas humans excel at defining problems that need to be solved and at solving complex problems. AIs bring a wide range of knowledge and skill to bear and can work through problems in various ways.
CIOs should use the enterprise’s five-year vision to develop a plan for achieving the right balance of AI and human skills. Too much AI-driven automation could leave the enterprise less flexible and less able to adjust to a changing competitive landscape.
