Artificial intelligence is a transformative tool in the workplace — except when it isn’t.
For top managers, state-of-the art AI tools are a no-brainer: in theory, they increase revenues, decrease costs, and improve the quality of products and services. But in the wild, it’s often just the opposite for frontline employees who actually need to integrate these tools into their daily work. Not only can AI tools yield few benefits, but they can also introduce additional work and decrease autonomy.
Our research on the introduction of 15 AI clinical decision support tools over the past five years at Duke Health has shown that the key to successfully integrating them is recognizing that increasing the value for frontline employees is as important as making sure the tools work in the first place. The tactics we identified are useful not only in biopharma, medicine, and health care, but across a range of other industries as well.
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