Working with AI: Real Stories of Human-Machine Collaboration (Management on the Cutting Edge)

312 Pages·2022·0.977 MB·English

by  Thomas H. Davenport, Steven M. Miller

Working with AI
Management on the Cutting Edge series
Robert Holland, series editor
Published in cooperation with MIT Sloan Management Review
The AI Advantage: How to Put the Artificial Intelligence Revolution to Work
Thomas H. Davenport
The Technology Fallacy: How People are the Real Key to Digital Transformation
Gerald C. Kane, Anh Nguyen Phillips, Jonathan Copulsky, and Garth Andrus
Designed for Digital: How to Architect Your Business for Sustained Success
Jeanne W. Ross, Cynthia Beath, and Martin Mocker
See Sooner, Act Faster: How Vigilant Leaders Thrive in an Era of Digital Turbulence
George S. Day and Paul J. H. Schoemaker
Leading in the Digital World: How to Foster Creativity, Collaboration, and Inclusivity
Amit S. Mukherjee
The Ends Game: How Smart Companies Stop Selling Products and Start Delivering Value
Marco Bertini and Oded Koenigsberg
Open Strategy: Mastering Disruption from Outside the C-S uite
Christian Stadler, Julia Hautz, Kurt Matzler, and Stephan Friedrich von den Eichen
The Transformation Myth: Leading Your Organization through Uncertain Times
Gerald Kane, Rich Nanda, Anh Nguyen Phillips, and Jonathan Copulsky
Winning the Right Game: How to Disrupt, Defend, and Deliver in a Changing World
Ron Adner
The Digital Multinational: How to Connect and Compete in a (De)Globalized World
Satish Nambisan and Yadong Luo
Work without Jobs: How to Reboot Your Organization’s Work Operating System
Ravin Jesuthasan and John W. Boudreau
The Future of Competitive Strategy: Unleashing the Power of Data and Digital Ecosystems
Mohan Subramaniam
Productive Tensions: How Every Leader Can Tackle Innovation’s Toughest Trade-O ffs
Chris B. Bingham and Rory M. McDonald
Working with AI: Real Stories of Human-M achine Collaboration
Thomas H. Davenport and Steven M. Miller
Working with AI
Real Stories of Human- Machine Collaboration
Thomas H. Davenport and Steven M. Miller
The MIT Press
Cambridge, Massachusetts
London, England
© 2022 Massachusetts Institute of Technology
All rights reserved. No part of this book may be reproduced in any form by any
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Library of Congress Cataloging- in- Publication Data
Names: Davenport, Thomas H., 1954- author. | Miller, Steven M., 1956- author.
Title: Working with AI : real stories of human– machine collaboration / Thomas H.
Davenport, Steven M. Miller.
Description: Cambridge, Massachusetts : The MIT Press, 2022. | Series: Management
on the cutting edge | Includes bibliographical references and index.
Identifiers: LCCN 2021060551 | ISBN 9780262047241 (hardcover) | ISBN
9780262371193 (epub) | ISBN 9780262371209 (pdf)
Subjects: LCSH: Artificial intelligence—Economic aspects. | Artificial intelligence—
Industrial applications. | Information technology—Management. | Human-
computer interaction.
Classification: LCC HC79.I55 D3778 2022 | DDC 658/.0563—dc23/eng/20220112
LC record available at https://lccn.loc.gov/2021060551
10 9 8 7 6 5 4 3 2 1
Contents
Series Foreword ix
Introduction xi
I Case Studies
Morgan Stanley: Financial Advisors and the Next Best Action
System 3
ChowNow: Growth Operations and RingDNA 9
Stitch Fix: AI- Assisted Clothing Stylists 15
Arkansas State University: Fundraising with Gravyty 21
Shopee: The Product Manager’s Role in AI- Driven
E- Commerce 27
Haven Life and MassMutual: The Digital Life
Underwriter 35
Radius Financial Group: Intelligent Mortgage Processing 41
DBS Bank: AI- Driven Transaction Surveillance 47
Medical Diagnosis and Treatment Record Coding
with AI 53
Dentsu: RPA for Citizen Automation Developers 59
84.51° and Kroger: AutoML to Improve Data Science
Productivity 67
Mandiant: AI Support for Cyberthreat Attribution 75
DBS Digibank India: Customer Science for Customer
Service 83
Intuit: AI- Assisted Writing with Writer.com 89
vi Contents
Lilt: The Computer-A ssisted Translator 95
Salesforce: Architects of Ethical AI Practices 101
The Dermatologist: AI-A ssisted Skin Imaging 109
Good Doctor Technology: Intelligent Telemedicine in
Southeast Asia 115
Osler Works: The Transformation of Legal Services
Delivery 125
PBC Linear: AI- Enabled Virtual Reality for Employee
Training 131
Seagate: Improving Automated Visual Inspection of Wafers
and Fab Tooling with AI 137
Stanford Health Care: Robotic Pharmacy Operations 141
Fast Food Hamburger Outlets: Flippy— Robotic Assistants for
Fast Food Preparation 147
FarmWise: Digital Weeders for Robotic Weeding of Farm
Fields 151
Wilmington, North Carolina, Police Department: AI- Driven
Policing 155
Certis: AI Support for the Multifaceted Security Guard at Jewel
Changi Airport 161
Southern California Edison: Machine Learning Safety Data
Analytics for Front- Line Accident Prevention 169
Massachusetts Bay Transportation Authority: AI- Assisted Diesel
Oil Analysis for Train Maintenance 175
Singapore Land Transport Authority: Rail Network
Management in a Smart City 179
II Insights
It Takes a Village to Change a Job with AI 187
Everybody’s a Techie—Or at Least Has a Hybrid Job Role 201
The Platforms That Make AI Work 209
Intelligent Case Management Systems 217
Opportunities for Entry- Level Workers: Diminishing or
Not? 225
Contents vii
Remote and Independent Work 239
What Machines Can’t Do (Yet) 249
III Conclusions
Looking Ahead to the Future of Work with Smart
Machines 259
Notes 267
Index 279