ServiceNow has partnered with Dr. Catriona Wallace to publish a report on the tech trends and cultural shifts expected to transform working life in Australia over the next decade.
Dr. Wallace, a leading AI expert, expects AI-powered “virtual colleagues” to be a fundamental part of business teams by 2030.
The shift will help manage skills shortages as the country is already undergoing a significant digital transformation after the pandemic.
In addition, Dr. Wallace expects AI to be so widespread in the next ten years that humans will be exposed to it hundreds of times a day, including while we sleep.
The report, titled Digital Gold Rush, includes insights from meta-analysis, primary research, and interviews with business leaders.
It states that 2022 will be the turning point for digital investment, with business spending on technology growing by 65% compared to 2020.
Furthermore, advances in AI have made it more affordable and, therefore, more widely adopted.
It also notes that the pandemic has facilitated a transformation in Australia’s relationship with digital technologies by changing how people think and interact with them.
The report’s findings point to four societal trends, including the rise of machine-mates (human-AI teams), the rise of hyper-personalized experiences for employees and consumers, the ethical considerations that will drive AI adoption, and the understanding issues of diversity, where organizations will take a more proactive approach to deal with disagreements among employees on some of the most divisive issues in Australia.
Dr. Catriona Wallace says each of the trends will be supported and enabled by the rapid development of AI.
“AI will become even more widespread in life and work in the next decade. It will improve day-to-day activities and make tasks faster, smarter, and easier,” said Dr. Wallace.
“Today, the average Australian interacts with AI about 100 times a day through simple tasks such as answering questions online, using digital maps to navigate, receiving recommendations for products and services we may be interested in, or interacting with virtual messenger bots.
“What many people wouldn’t expect is that our interaction with AI will enable people to be more ‘human’ over the next decade.
“Technological advancements give people more time to focus on what they val andey enjoy, and better tools for businesses and society to manage resources more productively and sustainably. It represents a golden opportunity for Australia.”
The report notes that Human-AI teams represent a shift from current AI tools to AI teammates, with virtual assistants expected to become an important part of helping people complete daily tasks and work.
The report predicts that by 2025, machines will spend more time completing tasks at work than humans and will be considered intelligent, valuable colleagues.
In addition, AI ensures that employees are understood and treated in the same way as customers.
The report suggests that businesses and society will benefit from this shift as work is more evenly distributed between humans and their AI colleagues, leading to increased productivity and well-being.
The report notes that this will allow people to prioritize self-care. Employers are also expected to know their staff better and help them find balance, for example,, by using AI tools to identify overworked employees, so managers can delegate work elsewhere to avoid burnout.
However, the report says there will also be many ethical considerations that will drive AI adoption, meaning AI ethics will no longer be an academic discussion but a business strategy.
Only 22% of Australians trust how companies use AI, but 96% of executives say this is growing.
To address this issue, regulators will take stronger action in the coming years against irresponsible operators, and employees and customers will choose to partner with brands that actively implement ethics, accessibility, and fairness in their workplaces.
This makes transparency crucial for business, sustainability, diversity, equality, and inclusion strategies.
The report notes that 61% of Australians don’t think people can have constructive debates on issues they disagree on. Employers will adopt a mindset that agrees to dispute to close this gap. Are on societal issues, including vaccinations: Climate change, pandemics, and technology.
As part of this, AI-based applications will help organizations navigate ‘pulse checks’ of employee sentiment.
ServiceNow Chief Innovation Officer Dave Wright says embedding AI strategies in the workplace would be a priority for executives over the next ten years.
“How organizations plan and respond to this digital gold rush will make or break their future success,” Wright says.
“Only 16% of executives say they have a clearly defined strategy for digital6, and when the benefits of technology investment grow, the opportunity is clear.”
“Executives need to consider changing attitudes and technological advancements when investing in fast, medium, and sustained growth.
“When investing, organizations must consider how systems, operations, and people work harmoniously. Otherwise, customer and employee experiences will suffer.
“When done right, it substantially benefits people, society, and our economy.”
