Artificial intelligence may be set to reimagine management roles, with a study from the Wharton School exploring its potential to oversee workers much like existing ride-hailing driver applications such as Uber or Lyft. The study, conducted by Lindsey Cameron, sheds light on the evolving landscape of “algorithmic management,” which covers a broad range of functions traditionally managed by humans, including tasks like scheduling, evaluations, and even disciplinary measures.
The study’s focus is primarily on ride-hailing drivers, whose management experience comes not from human supervisors but AI-powered apps. These apps provide a constant flow of interactions, offering drivers significant communication compared to traditional managerial roles. In a typical shift, while a driver completes around a dozen rides, they may engage in hundreds of interactions with the algorithm, illustrating the level of responsiveness and flexibility digital platforms afford gig workers.
Cameron’s research, spanning seven years, reveals that many gig workers find satisfaction under algorithmic management. A key advantage is the choice and autonomy it provides — a stark contrast to the rigid structures of traditional roles. However, the study acknowledges a divide in tactics utilized by workers: engagement, following the algorithm without question, and deviance, where individuals manipulate the system in ways that can lead to more favorable outcomes.
While there’s enthusiasm for AI in roles that require flexibility, the advantages are not universal. The lack of empathy in algorithm-managed environments presents significant challenges, particularly in warehouse roles, where physical demands are high. For instance, workers often face performance reviews driven by metrics, with little room for human judgment or exception.
The rise of AI-managed roles extends beyond manual labor to professional domains as well. The onset of surveillance tools during the COVID-19 pandemic saw algorithms track employee activity, from the pace of customer service interactions to the content of email exchanges. These trends underscore a widespread digitization of management across industries and job roles.
Nonetheless, the study emphasizes that human oversight remains crucial. Cameron argues for worker consent and participation, ensuring that choice remains a core component of the workplace dynamic. This involvement is especially important in jobs that might otherwise be devoid of engagement. The research warns against a fully automated management approach, advocating for an appeals process where AI-based evaluations have significant impacts, such as termination decisions.
Cameron’s parting advice urges balance: Algorithms should not operate solo, nor should they make irreversible management decisions without human intervention. Striking this balance is key to ensuring fair and effective AI deployment within managerial roles.
You can read the original article here: [Forbes Article](https://www.forbes.com/sites/joemckendrick/2024/11/18/meet-the-new-boss-artificial-intelligence/)
