New Study Shows Both Promise and Peril of Artificial Intelligence 

 November 2023

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This month we’re looking at generative AI in the workplace. CEOs in the US are “giddy” about the new technology, according to Axios. It clearly has transformational potential. But new research on AI use at work by consultants offers reason for both hope and caution. Finally, we close with some tips for using emotional intelligence with AI.

1. Leaders are obsessed with AI

A new KPMG survey of U.S. CEOs found that 73% say generative AI is a “top investment priority.” They see it as a medium-term investment. While only 23% expect returns in 1 to 3 years, 62% expect returns in 3 to 5 years. 

“I think it’s a recognition that generative AI is transformational and that it’s not hype,” Paul Knopp, CEO of KPMG in the U.S., told Axios. “It will provide opportunities to make workforces and business processes more efficient.”

But do we have real world evidence that generative AI makes employees more productive?

A new study of more than 750 consultants at Boston Consulting Group found that the answer to that question depends on what you’re trying to do.

2. Make sure the AI slipper fits

In the study, 758 BCG consultants were given complex tasks “selected by industry experts to replicate real-world workflows.”

Half the consultants were asked to brainstorm and develop ideas for new products — such as new drinks of types of shoes — and the others were asked to identify the cause of one company’s challenges using performance data and executive interviews.

The results?

Consultants using AI for developing new ideas were significantly more productive (they completed 12.2% more tasks on average, and completed task 25.1% more quickly), and produced significantly higher quality results (more than 40% higher quality compared to a control group).

Those are significant improvements. They’re doing way better work, more quickly. Other studies have found similar productivity gains with AI tools. In a GitHub study of computer programmers, a generative AI for software engineers increased productivity by 55%.That’s a massive leap and shows AI’s amazing potential across industries.

But the study also found some shocking results. For the BCG consultants tackling a company’s deep problems, AI had the opposite effect. They were “more likely to make mistakes” and 19% less likely to produce correct solutions compared to those without AI, per the report. “Even participants who were warned about the possibility of wrong answers from the tool did not challenge its output” when ChatGPT made things up, BCG analysts noted in a review of the study.

“These tools are incredibly powerful, and they can do a lot of things, but they cannot do everything,” Microsoft vice president Eric Boyd told Axios.

3. Training matters

One more key takeaway from the study: Training on how to use AI matters.

The participants in both task groups (brainstorming and deep problem solving) were split up into 3 groups – controls with no AI access, some with ChatGPT access, and finally a group with ChatGPT access with guidance or coaching on how to use the tool.

In the brainstorming group, which overall produced much better outcomes compared to controls, those who received guidance with AI consistently performed better than those given AI access only. 

“This study highlights the importance of validating and interrogating AI” and the importance of applying “experts’ judgment” when working with AI, the report says.

“AI can quickly and cheaply increase worker performance,” Axios summarized, “but taking shortcuts with AI training might cause more mistakes, which could potentially blow up in an employer’s face.”

4 Tips to Practice Emotional Intelligence with AI

In my personal experiments with Claude and ChatGPT – both at work and at home – I have felt the full range of emotions: awe, hope, fear, curiosity, frustration. It is clearly a transformational technology, with almost limitless potential. Like any technology, it can be used for good or bad – and presents many opportunities to practice emotional intelligence.

If you’re using AI at work or want to start experimenting, here are 5 tips to practice emotional intelligence with AI and its implementation: 

1. Start with patience and curiosity. 

Like with any new tool or technology, it takes time to learn how to use it well. “It usually takes people about 5 hours of truly focused and dedicated conversation with a generative AI tool to actually figure out how to use it in their work and in their life,” says New York Times tech columnist and early AI adopter Kevin Roose.

2. Practice empathy and connect with the AI itself.

When I first saw my coworker exchange pleasantries with Claude, the generative AI from Anthropic, I thought he’d lost his mind. But saying nice things and giving compliments actually makes the AI give better answers. “The AIs respond to emotional appeals in a way that is sort of mind-boggling,” Roose says. “If you say, ‘Thank you, that’s a great answer,’ or ‘I would be so happy if you could just try a little harder next time,’ Often it will give you a better response.” 

Say please and thank you, just like you learned as a kid.

3. Use it to connect with your purpose

Kevin Roose described using ChatGPT in his work as “like giving yourself 1,000 interns.” He uses it to summarize research papers, brainstorm ideas, and make connections. Tasks that used to take him hours can now be done in 10-15 minutes. One of the most exciting benefits of AI, especially for knowledge workers, may be liberating time from mundane tasks to more important work.

Ask yourself, what would I do with time freed up from boring, administrative tasks? How could I take action or build habits that align with my purpose, my noble goal?

4. With your team, remember to stress continuity

As a leader, remember that research has found that organizational change efforts are more successful when leadership emphasizes not only the vision of change but also a vision of continuity, or what will stay the same. This will be critical when it comes to AI adoption. A lack of clear communication and transparency will only fuel people’s fears about the impact of AI – and entrench opposition.

This blog post dives into the neuroscience of change efforts and how the brain deals with uncertainty. This is essential knowledge for any leader, and especially now as the pace of technology change seems to be accelerating again.

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