Workplace Automation

This week we talk about robots, call center workers, and convenience stores.

We also discuss investors, chatbots, and job markets.

Recommended Book: The Fourth Consort by Edward Ashton

Transcript

Though LLM-based generative AI software, like ChatGPT, Gemini, and Claude, are becoming more and more powerful by the month, and offering newfangled functionality seemingly every day, it’s still anything but certain these tools, and the chatbots they power, will take gobs of jobs from human beings.

The tale that’s being told by upper-management at a lot of companies makes it seem like this is inevitable, though there would seem to be market incentives for them to both talk and act like this is the case.

Companies that make new, splashy investments in AI tech, or which make deals with big AI companies, purporting to further empower their offerings and to “rightsize” their staff as a consequence, tend to see small to moderate bumps in their stock price, and that’s good for the execs and other management in those companies, many of whom own a lot of stock, or have performance incentives related to the price of their stock built into their larger pay package.

But often, not always, but quite a lot of the time, the increased effectiveness and efficiencies claimed by these higher-ups after they go on a firing spree and introduce new AI tools, seem to be at least partly, and in some cases mostly attributable to basically just threatening their staff with being fired in a difficult labor market.

When Google executives lay off 5 or 10% of their staff on a given team, for instance, and then gently urge those who survived the cull to come to the office more frequently rather than working from home, and tell them that 60 hours a week is the sweet spot for achieving their productivity goals, that will tend to lead to greater outputs—at least for a while. Same as any other industry where blood has been drawn and a threat is made if people don’t live up to a casually stated standard presented by the person drawing that blood.

Also worth mentioning here is that many of the people introducing these tools, both into their own companies and into the market as a whole, seem to think most jobs can be done by AI systems, but not theirs. Many executives have outright said that future businesses will have a small number of people managing a bunch of AI bots, and at least a few investors have said that they believe most jobs can be automated, but investing is too specialized and sophisticated, and will likely remain the domain of clever human beings like themselves.

All of which gestures at what we’re seeing in labor markets around the globe right now, where demands for new hires are becoming more intense and a whole lot of low-level jobs in particular are disappearing entirely—though in most cases this is not because of AI, or not just, but instead because of automation more broadly; something that AI is contributing to, but something that is also a lot bigger than AI.

And that’s what I’d like to talk about today. The rapid-speed deployment, in some industries and countries, at least, of automated systems, of robots, basically, and how this is likely to impact the already ailing labor markets in the places that are seeing the spearpoint of this deployment.

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Chatbots are AI tools that are capable of taking input from users and responding with often quite human-sounding text, and increasingly, audio as well.

These bots are the bane of some customers who are looking to speak to a human about some unique need or problem, but who are instead forced to run a gauntlet of AI-powered bots. The interaction often happens in the same little chat window through which they’ll eventually, if they say the right magic words, reach a human being capable of actually helping them. And like so many of the AI innovations that have been broadly deployed at this point, this is a solution that’s generally hated by customers, but lauded by the folks who run these companies, because it saves them a lot of money if they can hire fewer human beings to handle support tickets, even if those savings are the result of most people giving up before successfully navigating the AI maze and reaching a human customer support worker.

In India right now, the thriving call center industry is seeing early signs of disruption from the same. IT training centers, in particular, are experimenting with using audio-capable AI chatbots instead of human employees, in part because demand is so high, but also, increasingly, because doing so is cheaper than hiring actual human beings to do the same work.

One such company, LimeChat, recently said that it plans to cut its employee base by 80% in the near-future, and if that experiment is successful, this could ripple through India’s $283 billion IT s