Facing the horizon of our world’s evolving technology, the workplace has begun to tip the human-AI scale by integrating digital full time equivalents (FTEs). Known also as digital workers or virtual employees, digital FTEs are technology systems designed to perform tasks traditionally completed by human employees. Digital FTEs now perform tasks ranging from data entry and customer service to complex analytics and decision-making processes. Moreover, they advantage the workforce by reducing human error and increasing efficiency. Unlike the human employee, digital FTEs operate around the clock.
Automation technologies like software programs and robotics have existed for decades, but the increased potential for automation with emerging technologies like AI necessitates a shift in how organizational leaders view technology-driven automation. Today, businesses like Klarna are leveraging AI to save millions and reducing the need for contract human labor.
When assessing the workforce, organization leaders now evaluate the impact of technology investments as hours saved from human capital. Leaders are not rushing to replace all human labor with digital FTEs, however. For any process, an organization must assess the present ideal balance between human and technological effort and plan for how that balance may shift. FPOV developed the concept of HUMALOGY® to help organizations determine this balance.
The challenge, indeed, lies not with training these advanced technologies but integrating them with human employees to be congruent with company culture and to best serve customers. In training employees to co-work with AI-driven digital FTEs, one must address both the psychological and technical aspects of this collaboration.
Signup for our Newsletter
A common resistance to change among employees presents a challenge to incorporating digital FTEs. While not all employees are resistant to change, an organization should reflect upon the proclivity of their workforce to be adaptive when exploring technology initiatives. Many employees feel threatened by the presence of AI, fearing that these digital workers will consume their jobs. While digital FTEs are designed to handle repetitive, mundane tasks, freeing humans to focus on more strategic or creative endeavors, organizations may have to foster a culture that views AI as a tool for augmentation rather than replacement. AI should enable productivity, not dwindle work hours.
Organizations may also struggle in ensuring that employees possess the necessary technical skills to interact effectively with digital FTEs. Developing a cohesive relationship between humans and AI may require a comprehensive training program that covers both the operational aspects of working with AI and the technology’s underlying principles. Employees must understand how to use the software tools and platforms that enable digital FTEs as well as how to interpret and act on the outputs generated by these systems. Organizations may need to provide hands-on training sessions, interactive workshops, and continuous learning opportunities to help employees competently handle AI technologies.
Lastly, training employees to work with digital FTEs requires intentional communication. Clear and consistent communication bridges the gap between human employees and their digital counterparts. To employ digital FTEs, organizations must help their human employees understand the capabilities and limitations of digital FTEs. When can a human rely on AI for certain tasks, for instance, and when is intervention required? What protocol should be established for reporting issues, providing feedback, and collaborating with FTEs on tasks? What should be the nature of the relationship between the digital and human employee? These questions, resolved through communication, represent some of the challenges of integrating digital FTEs.
Digital FTEs, however, hold their place in our technological future. When determining how to employ them, organizations should consider the following:
- Promote a positive narrative for AI integration: Organizations can illuminate the benefits of digital FTEs, for their human employees, through internal communications and training materials. They can display success stories and involve employees in discussions concerning how digital FTEs can reduce tedious, unfulfilling work.
- Encourage adaptation: Because AI evolves, organizations should encourage human employees to embrace an evolving skillset and a culture of continuous learning. Employees should engage the latest resources and technologies in their work.
- Invest in comprehensive training programs: Organizations, as a whole, may benefit from training their employees to work with digital FTEs. FPOV, for instance, provides an AI Co-Working Program to empower business team members in their ability to leverage AI.
Integrating digital FTEs, like any AI software, poses several challenges. By addressing these psychological and technical challenges through culture building and training, organizations may discover a harmonious relationship where human employees and digital FTEs complement each other’s strengths.
As digital workers flood the workforce, an organization’s ability to co-work with digital FTEs will be critical to their current success and imperative to their ability to remain competitive in the future.
About the Author
A true believer in the value of communication in the written word, Ana Sakore strives to bring great care in every piece of content she produces. Ana studies English and Music at Messiah University and serves as FPOV’s writing intern.