White-collar workers may soon face their own Uber moment, as artificial intelligence (AI) tools become more prevalent in the workplace. AI tools are similar to Uber’s arrival in London, sending a wave of competition into the city’s black taxi-driving industry. The black cab drivers’ expertise of London’s roads and landmarks became less valuable when Uber’s technology made navigation easier for all drivers. In a study by Erik Brynjolfsson, Lindsey R. Raymond, and Danielle Li, an AI-based conversational assistant increased productivity for customer support agents by 14%, with novice workers benefiting most. The tool captures data from experienced colleagues to help less-skilled workers improve.
This dynamic could be seen in various white-collar industries, from translators, lawyers, accountants, web designers, copywriters and HR professionals. AI tools might soon embed knowledge obtained through years of experience or advanced degrees, making employment more accessible for many. According to Satya Nadella, CEO of Microsoft, such tools could lessen the barriers for software developers since they enable them to be 50-odd percent more productive. This could increase competition, lower salaries and require less arduous training.
However, the rise of AI is unlikely to entirely eliminate jobs such as web designers and tax preparers, but instead lead to a reduction in income. It is similar to the reduction in income that London’s black cab drivers suffered when Uber’s arrival in London was announced. Taxi drivers saw their salary for driving black cabs reduced by 10%. Jobs facing automation from AI may experience a similar fate, but more competition in the workplace will be the norm.
