AI, automation and the power of people and machines, together

As artificial intelligence continues to advance in business, across professions and industries, I’d like to share a story about people and machines in five quick chapters.

1962

As a young girl, I go on a field trip to a Jay’s Potato Chip factory. I’m fascinated by the big machines that clean, slice, fry, season and package the chips we all enjoy. A couple of times I see a man step up to a conveyor belt, pull off what looks like a full bag of chips and pop it. It’s empty! Somehow, he knows the bag is not right, and he prevents a customer’s disappointment upon purchasing an empty bag of chips.

1983

The movie “War Games” is released. It starts with a scene where a soldier refuses a direct order to launch a nuclear missile. As a result, the leaders design a new launch system that does not require human involvement. But things go terribly wrong when the launch sequence is triggered by mistake and there is no way for people to stop it.

2017

I attend the Wharton People Analytics Conference, a fascinating gathering of tech experts talking about the power of new computer analytical tools to make better decisions about selecting and deploying people for optimal outcomes. To my utter amazement, on the last day of the conference, they conclude that the best decisions are made through a combination of computer analytics and human wisdom.

2023

According to The Wall Street Journal, the world’s largest tool company, Stanley Black & Decker, tried to automate production of its Craftsman brand of mechanics’ tools, using minimal human involvement. Multiple problems with the machinery, combined with attrition among “gray-haired folks” with deep knowledge of toolmaking, has created operational bottlenecks and customer dissatisfaction. As one of the tool company’s competitors put it, “The artistry of the human being that’s making those wrenches — that matters.”

Looking ahead

Artificial intelligence is all over the news. All kinds of powerful new AI tools are available to perform an amazing array of business tasks: generating content, providing customer service, accelerating discovery of drugs, detecting fraud and many more. There is both excitement and fear about the impact of AI on our world. And once again, I’m hearing loud and clear that the best results are generated when people and machines both participate in the process.

Same lesson for over 60 years. I guess we should pay attention.