The Future of Work – Humans vs Robots

Humans vs Robots
The Future of Work
Head of UX and Product Insights
Randy Sieffert

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2 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential.
We make
the world
of work,
work better
for people
purpose

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Worldwide Spending
on Cognitive and
Artificial Intelligence
Systems Forecast to
Reach $77.6 Billion in
2022*
*IDC Worldwide Artificial Intelligence Spending Guide
The use cases with fastest investment growth
over the 2017-2022 are;
• pharmaceutical research and discovery
• expert shopping advisors & product
recommendations
• digital assistants for enterprise knowledge
workers
• intelligent processing automation
Top Use Cases
Based on 2018 Market % Share Value

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By 2020, the
average
person will
have more
conversations
with bots
than with
their spouse.

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Machine Learning
ML algorithms detect patterns and learn how to
make predictions and recommendations by
processing data, rather than by receiving explicit
programming instruction. The algorithms also
adapt in response to new data to improve
efficacy over time.
Deep Learning
DL methods are based on learning data
representations, as opposed to task-specific
algorithm that permit software to train itself to
perform tasks, by exposing multi-layered neural
networks to vast amounts of data.
Deep
Learning
Machine
Learning
Artificial
Intelligence
Artificial Intelligence
Any technique that enables computers to mimic
human intelligence typically associated with
human cognition, using logic, if-then rules, decision
trees, and machine learning.

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‘EU should ban AI-
powered citizen scoring
and mass surveillance’
‘Adobe’s prototype AI
tool automatically spots
Photoshopped faces’
‘Making
deepfakes
just keeps
getting
easier’
‘This robot ‘duck’ could
help Japanese rice
farmers keep their paddy
fields clear of weeks’
‘AI can help
fight climate
change – eight
ways how’
‘This camera app uses
AI to erase people from
your photographs’

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Why AI Now?
A convergence of algorithmic
advances, data proliferation,
and tremendous increases in
computing power and storage
has propelled AI from hype to
reality.
Big Data
Computing Power
Storage

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2014
Number of mobile devices exceed humans.
As of October 2014, GSMA reports the number of mobile
devices at around 7.22 billion, while the US Census Bureau
reports the number of people globally at around 7.2 billion.

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2017
Electronic-device users generate 2.5
quintillion bytes of data per day.
According to this estimate, about 90
percent of the world’s data were
produced in the past two years. And,
every minute, YouTube users watch
more than four million videos and
mobile users send more than 15 million
texts.

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"AI will make jobs kind of pointless, probably the last job that will remain will be
writing AI software, and then eventually the AI will just write its own software…
[But] people enjoy, fundamentally, interacting with other people. So if you're
working on something that involves people, or engineering, it's probably a good
approach.” – Elon Musk August 2019 @ World Artificial Intelligence Conference

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It's estimated that
by 2025,
the amount of
work done by
machines will
jump from 29% to
more than 50%
Rate of Automation
Division of labour as share of hours spent (%)*
Human Machine
* Future of Jobs Report 2018 – World Economic Forum
29
42
52
48
58
71

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What is the top IT Help Desk support issue?
forgot password/ password reset coffee/ tea spilled on laptop
hard drive issues / failure network connectivity

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Customer Support
Chat Bots
Customer service or help desk chat
bots and supporting technologies
will be the most quickly adopted AI
capabilities in the enterprise.

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Image Recognition

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Lack of ‘Big Data’
Security / Data
Sharing Concerns
Limitations of
AI in the
Enterprise
Biases in Data

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By 2022,
75 million current job
roles may be
displaced by the shift
in the division of
labour between
humans, machines
and algorithms.
While 133 million new
job roles may emerge
at the same time.
Top 10 Declining Jobs
1 Data Entry Clerks
2 Accounting, Bookkeeping, and
Payroll Clerks
3 Administrative and Executive
Secretaries
4 Assembly and Factory Workers
5 Client Information and Customer
Service Workers
6 Business Services and
Administration Managers
7 Accountant and Auditors
8 Material-Recording and Stock-
Keeping Clerks
9 General and Operations
Managers
10 Postal Service Clerk
↓75M
Lost
Jobs
↑133M
New
Jobs

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Growing
1 Analytical thinking and innovation
2 Active learning and learning strategies
2 Creativity, originality and initiative
3 Technology design and programming
4 Critical thinking and analysis
5 Complex problem-solving
6 Leadership and social influence
7 Emotional intelligence
8 Reasoning, problem-solving and ideation
9 System analysis and evaluation
2022 Skills Outlook
Declining
1 Manual dexterity, endurance, and precision
2 Memory, verbal, auditory, and spatial abilities
2 Management of financial, material resources
3 Technology installation and maintenance
4 Reading, writing, math and active listening
5 Management of personnel
6 Quality control and safety awareness
7 Coordination and time management
8 Visual, auditory and speech abilities
9 Technology use, monitoring and control

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We need UX
designers to
avoid this!!
Deutsche Bahn

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‘Amazon scraps
secret AI
recruiting tool that
showed bias
against women.’
https://www.reuters.com/article/us-amazon-com-jobs-automation-insight/amazon-
scraps-secret-ai-recruiting-tool-that-showed-bias-against-women-idUSKCN1MK08G

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Isaac Asimov’s Three Laws of Robotics*
A robot may not injure a human being or, through
inaction, allow a human being to come to harm.
A robot must obey orders given it by human beings except
where such orders would conflict with the First Law.
A robot must protect its own existence as long as such
protection does not conflict with the First or Second Law.
*Runaround - Isaac Asimov 1942

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Identify the tasks that are appropriate for
automation
Structured use case analysis can inform the AI (‘Case
Zero’ - when big data is not available)
Use graceful evolution of interactions as AI matures
Use graceful degradation back to human
interactions
Understand the entire system that AI – human
interactions occur
G1: Make clear what the system can do.
G2: Make clear how well the system can do what it can do.
G3: Time services based on context.
G4: Show contextually relevant information.
G5: Match relevant social norms.
G6: Mitigate social biases.
G7: Support efficient invocation.
G8: Support efficient dismissal.
G9: Support efficient correction.
G10: Scope services when in doubt.
G11: Make clear why the system did what it did.
G12: Remember recent interactions.
G13: Learn from user behavior.
G14: Update and adapt cautiously.
G15: Encourage granular feedback.
G16: Convey the consequences of user actions.
G17: Provide global controls.
G18: Notify users about changes.
Guidelines for AI-Human Interaction*
Guidelines for Human-AI Interaction
*CHI 2019 by Amershi et al.
A few more ….

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We still need
you…
…Or do we?

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“As we grow, become a $4 billion or $10
billion company…we want to grow our
team. On the technology side, we think
India offers enormous opportunity, and
so, we do core technology work for many
of our products in Hyderabad. We
believe it is one of our most important
strategic markets.” – John Donahoe CEO
ServiceNow
ServiceNow, has over 2,000 engineers in
Hyderabad and is adding over 1,200
people in the next year.
We’re hiring!!! Come
visit our booth.

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The Future of Work – Humans vs Robots

The Future of Work – Humans vs Robots

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