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Can AI or robots replace managers?
Frederick Taylor and Henry Ford were among the most influential experts on management
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span>Frederick Taylor and Henry Ford were among the most influential experts on management. They focused on improving work and cost efficiency, maximizing output and boosting labor productivity, theorizing a link existed between the level of monetary and nonmonetary reward and workers’ effectiveness. “Taylorism” and “Fordism” theories were revolutionary in shaping early 20th century workplace and management systems.
Fast forward to 2019, another era of the industrial revolution, businesses continue to acknowledge the importance of having an efficient and effective workforce and are refining theories and approaches to support this. Some of the largest tech companies like Alibaba, Amazon, Google, Uber — have unveiled new cutting-edge technology that utilizes automation and robotics and reduces reliance on human workers; through, for example, self-driving cars, unmanned warehouses, drone delivery and artificial intelligence (AI).
The debate so far has been concentrated on how many jobs will be replaced as a consequence of increased digitalization and automation. Very little of the debate has focused on the impact that automation will have on employees, organizations and business processes. I would like to examine the impact of the latest innovations in the workplace, such as big data, algorithms, AI, software, smart sensors and other things, on the role of a manager within an organization. What happens if AI is smart enough to replace managers and influence the business decision-making process?
Technology innovations shift careers and markets. In the 19th and 20th centuries, machines replaced boring and repetitive tasks, while human beings were focused on spending more time on higher or more value-added tasks. Machines reduce jobs but improve productivity, which leads to new jobs being created.
However, today the impact of the self-learning robot, AI and other innovations on the job market is uncertain. Some argue that the old robots were “blue collar” workers while the new robots are “white collar” workers. The latest digital tools are targeting middle class, managerial jobs — an evolution that makes people worried.
We already use intelligent software such as Alexa and Siri in our daily lives to inform, entertain and support us. Unsurprisingly, AI will be part of our workforce moving forward and that most occupations will be partially or fully automated. Some companies have gone further and started to entrust their decision-making processes to AI, which has traditionally been the role of a manager.
Business leaders expect it will become standard to deploy AI for some management tasks starting from scheduling and quality control to coordination of work. Traditionally the role of managers and management has been to supervise, enforce controls and have the authority to make decisions on behalf of the organization.
Amazon has developed a new technology for its warehouse workers where their movements will be guided with vibrations and nudges from a wristband. The purpose is to make them work more efficiently by using sensors to monitor their activity and warn them when they are not being efficient enough and slacking off. Amazon is also testing drones to deliver packages. Another start-up, Humanize, sells “smart” employee ID cards that can track employees around the office and disclose how well each employee interacts and communicates with colleagues.
Typically, managers will make tactical and strategic decisions based on data collected and process analysis. An algorithm or AI will also make decisions based on data, however this data set will be broader than that collected by a human and decisions will not be biased by emotions. This will lead to more robust and comprehensive decision-making. With this, perhaps in the future businesses will not require managers to make decisions as this can be done by software. It will thus get rid of useless managers and jeopardize managers’ influence and their status in the workforce.
So will an employee want to work in a company managed by software? According to a study in 2018, 53 percent of British employees would be happy to have a “robot manager or robot boss”. Workers report disagreements with bosses, disengagement from jobs due to a lack of recognition or poor management. It will not be difficult for AI to replace these “bad managers” or to outperform them. Robot bosses will not show favoritism, will act objectively and professionally. This narrative highlights some of the pros of automating management.
On the other hand, good managers lead, inspire and empower people and bring teams together. AI is unable to understand and develop human emotions and connections. AI can replicate human intelligence in some ways but not “emotional intelligence”. Until software can manage and imitate different types of human emotions, such as leadership, sympathy, empathy and connecting with employees, such “good managers” will not be replaced by AI.
Further, humans still need human connections and contacts. Employees want recognition and appreciation from managers. We are still far from seeing AI with entrepreneurial skill sets, creativity or the ability to invent new products from scratch. Eliminating creativity and innovation in managers would make the workplace a boring and dull place for employees. And finally, studies show it is far more rewarding to receive recognition from a human than a robot.
Algorithms and AI can help managers become better, by complementing human skills with automation. This will often increase the productivity and quality of employees, as well as enable employees to prioritize their time to parts of the job that need their attention most. A great example of this idea, a large European agency, Publicis, has already started using AI to organize and assign its 80,000 employees. The software recommends the right talent and skill for the best possible outcome for a new client pitch or project. Automated work scheduling can be a powerful tool that allows managers to manage more people at scale and to analyze the best solutions to problems, since the human brain has limitations in processing and translating data.
Employees will also gain from these latest innovations in the workplace, software can help to ensure that incentives and promotions go to those who deserve them most. Using AI, managers can better supervise and control employees — identifying good versus idle employees, tracking employees’ rosters and evaluating worker productivity.
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The writer is a senior recruitment consultant at an international recruitment consultancy firm and a graduate of the University of Manchester in the United Kingdom. The above views are her own.
