Study Reveals Potential Impact of Generative AI on Jobs: Clerical Roles and Customer Service at Risk
Summary:
Generative AI is predicted to complement existing jobs rather than replace them entirely, with clerical work being more susceptible to automation. According to a study by the International Labour Organization (ILO), 24% of clerical tasks are highly exposed to automation. Women, who are more represented in administrative roles, may be particularly at risk. High-income countries are expected to experience a greater impact than low-income countries. Chatbot applications and customer service roles are identified as having high automation potential. The ILO emphasizes the need for proper regulations to ensure inclusive benefits and minimize the negative impact on workers.
According to a recent study by the International Labour Organization (ILO), generative AI is more likely to complement existing jobs rather than completely take them over. However, certain roles, such as clerical work, may see more automation of their tasks compared to others. The study reveals that 24% of clerical tasks are highly exposed to automation, with an additional 58% having medium-level exposure. This could potentially put administration roles at risk, with typists, travel consultants, bank tellers, contact center clerks, bookkeeping and data entry clerks, hotel receptionists, and secretaries being the most vulnerable.
Interestingly, the ILO suggests that women could be more at risk due to their higher representation in administrative roles. The report states that "3.7 percent of all female employment in the world is in jobs that are potentially automatable with generative AI technology, compared with only 1.4 percent of male employment." Furthermore, the impact of AI automation is expected to be greater in high-income countries (5.5%) compared to low-income countries (0.4%).
The ILO's study primarily focuses on the impact of chatbot applications, such as OpenAI's ChatGPT and Google's Bard. Customer service and coordination-related tasks, data management and record keeping, information processing, and language services are identified as having high automation potential. The recent crypto winter of 2022 resulted in the loss of many customer service roles, as industry leaders like Binance, Coinbase, and Kraken reduced their headcounts.
Despite these findings, the ILO concludes that the overall impact of AI on the workforce is not significantly positive or negative at the moment. The ultimate impact will depend on how generative AI technologies are managed and regulated. Proper policies must be put in place to ensure that the benefits of this transition are accessible to all, instead of being limited to a select few. Without such policies, the costs to affected workers could be severe.
Interestingly, the ILO's findings are more optimistic than those of everyday Americans. A recent survey shows that 62% of the U.S. population believes AI will have a major impact on the workplace in the next two decades, leaving many Americans feeling concerned and uncertain about their future.
Published At
8/22/2023 3:32:26 AM
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