Dialog Intelligence Team
AI expert
It's one of the most asked questions when we talk to our customers: “Will AI replace my employees” work?"
The answer is more nuanced than a simple yes or no. AI is already taking over many routines - but the biggest gains lie in how we use AI to augment humans, not replace them.
What do the experts say?
According to the OECD, there are no clear negative effects on overall employment yet. Job quality is changing and tasks are being shifted, but AI mostly acts as an amplifier. The ILO points to the same: AI is primarily used for augmentation, not full automation.
This means we need to think more in terms of retraining, upskilling and process changes rather than mass layoffs.
If we put on our macroeconomic glasses, McKinsey estimates that generative AI could create USD 2.6-4.4 trillion in annual value globally. Goldman Sachs estimates that AI can boost global GDP by 7% in 10 years - in other words, AI will drive economic growth and most likely employment - as long as we are able to adapt and effectively use the time that AI frees up.
What does this mean for e-commerce teams?
In particular, AI eliminates tasks that are not value-adding but rather necessary:
- “Where is my order?”
- “How do I return?”
- “When will the goods be delivered?”
When those routines are deflected by AI, your employees have time for far more value-adding tasks:
- Analyze chatbot data and discover which questions customers are searching for answers to in vain
- Develop new content: improved product texts, better FAQs, more targeted campaigns
- Work proactively with development and conversion optimization - instead of putting out fires
This is where we see the biggest and most lasting impact in our own solutions: AI frees up resources so people can focus on innovation, relationships and strategy.
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