Working with AI

Thomas H. Davenport is Distinguished Professor of Information Technology and Management at Babson College, Visiting Professor at Oxford’s Saïd Business School, Fellow of the MIT Initiative on the Digital Economy, and Senior Advisor to Deloitte’s AI practice. He is the author of The AI Advantage (MIT Press) and coauthor of Only Humans Need Apply and other books. Steven M. Miller is Professor Emeritus of Information Systems at Singapore Management University, where he previously served as Founding Dean of the School of Computing and Information System Vice Provost for Research. He is coauthor of Robotics Applications and Social Implications.

• Series Foreword ixIntroduction xiI Case StudiesMorgan Stanley: Financial Advisors and the Next Best Action System 3ChowNow: Growth Operations and RingDNA 9Stitch Fix: AI-Assisted Clothing Stylists 15Arkansas State University: Fundraising with Gravyty 21Shopee: The Product Manager's Role in AI-Driven E-Commerce 27Haven Life and MassMutual: The Digital Life Underwriter 35Radius Financial Group: Intelligent Mortgage Processing 41DBS Bank: AI-Driven Transaction Surveillance 47Medical Diagnosis and Treatment Record Coding with AI 53Dentsu: RPA for Citizen Automation Developers 5984.51° and Kroger: AutoML to Improve Data Science Productivity 67Mandiant: AI Support for Cyberthreat Attribution 75DBS Digibank India: Customer Science for Customer Service 83Intuit: AI-Assisted Writing with Writer.com 89Lilt: The Computer-Assisted Translator 95Salesforce: Architects of Ethical AI Practices 101The Dermatologist: AI-Assisted Skin Imaging 109Good Doctor Technology: Intelligent Telemedicine in Southeast Asia 115Osler Works: The Transformation of Legal Services Delivery 125PBC Linear: AI-Enabled Virtual Reality for Employee Training 131Seagate: Improving Automated Visual Inspection of Wafers and Fab Tooling with AI 137Stanford Health Care: Robotic Pharmacy Operations 141Fast Food Hamburger Outlets: Flippy--Robotic Assistants for Fast Food Preparation 147FarmWise: Digital Weeders for Robotic Weeding of Farm Fields 151Wilmington, North Carolina, Police Department: AI-Driven Policing 155Certis: AI Support for the Multifaceted Security Guard at Jewel Changi Airport 161Southern California Edison: Machine Learning Safety Data Analytics for Front-Line Accident Prevention 169Massachusetts Bay Transportation Authority: AI-Assisted Diesel Oil Analysis for Train Maintenance 175Singapore Land Transport Authority: Rail Network Management in a Smart City 179II InsightsIt Takes a Village to Change a Job with AI 187Everybody's a Techie--Or at Least Has a Hybrid Job Role 201The Platforms That Make AI Work 209Intelligent Case Management Systems 217Opportunities for Entry-Level Workers: Diminishing or Not? 225Remote and Independent Work 239What Machines Can't Do (Yet) 249III Conclusions Looking Ahead to the Future of Work with Smart Machines 259Notes 267Index 279

Included in The Enterprisers Project's "10 must-read tech books for 2023"Included in McKinsey's Summer 2023 Reading List"The book is aimed at managers, consultants and students planning their careers...I appreciated the accessible narratives as a diverse survey of how current technologies can expand the range of human capabilities."—The Wall Street Journal"When pictures are painted in such extremes of light and shade it’s time to call in the experts, and in Working with AI: Real Stories of Human-Machine Collaboration, we benefit not just from the hard-won wisdom of two leaders in the field – Thomas H Davenport and Steven M Miller – but also of the people involved in the dozens of case studies presented that detail real-world applications of AI in the commercial, research and administrative space. What the authors call ‘real stories of human-machine collaboration’ come together over nearly 300 pages of analysis and insight to produce one of the most balanced narratives of AI in the workplace produced to date.”—E&T Magazine“While AI has been part of Alight’s ecosystem for years, this book examines how AI will change the way we work, but not necessarily destroy the way we work.”—McKinsey“Working with AI is by and large a hopeful work about human-machine collaboration, emphasizing that there are still many things that machines simply cannot do — from understanding context to managing organizational change to understanding emotional situations — and thus they will still depend on humans as much as we rely on them. That will likely remain true for us, our children, and our grandchildren.”—Civil Engineering"Why you should read it: Curious about the implications of human collaboration with smart systems? This book shares specific use cases of humans working with AI successfully, e.g., a digital system for life insurance underwriting that analyzes applications and third-party data in real-time, allowing human underwriters to focus on more complex cases. Read this book if you want reassurance on the positive potential outcomes of AI versus the ominous view that artificial intelligence is a job stealer.—The Enterprisers Project