'Forget Coders. the Real AI Threat Is In the Back Office'

Which jobs are most threatened by AI? "Programmers, software engineers and other tech industry employees," goes one common answer.

"But many economists are more concerned about a different, larger group of white-collar workers," reports the New York Times: customer service reps, bookkeepers, payroll clerks and HR specialists, "who fly under the radar but collectively account for tens of millions of jobs..."

They are spread across the country and throughout the economy, working in every industry, in big cities and small towns, at major corporations and mom-and-pop businesses... These jobs typically offer a middle-class salary or a pathway to achieving one — much as manufacturing jobs did for men before decades of globalisation and automation wiped many of them away... For now, such an outcome is a fear, not a forecast. Despite high-profile layoffs in tech and finance, there is little firm evidence that AI has hurt the labour market as a whole.


Economists have become increasingly convinced that disruptions are likely, but they say it is too early to know where or how widespread they will be. They remain broadly sceptical of claims that the technology will lead to mass unemployment in the near future. Some AI industry leaders have walked back such predictions in recent weeks. But given the extraordinary pace at which companies are adopting AI — and at which the technology is improving — economists say policymakers need to consider the potential effects on the labour market. And they say they are concerned that the public debate has focused too much on software engineers and a relative handful of other high-status careers — lawyers, consultants, economists — rather than the workers who could be most vulnerable...

Economists at Northwestern University recently recalculated measures of AI exposure based on the makeup of the total workforce, not just the people using the technology. Administrative and front-line roles, such as customer service representatives, rose to the top of the list. "The most affected jobs are secretaries, are routine clerks," said Michelle Yin, one of the working paper's authors. "They're not computer scientists or data scientists at all."


The article also includes this counterpoint from an economist at the University of Illinois who has studied earlier waves of white-collar automation: that like other disruptive technologies, AI likely will also create new jobs. So the possibility exists AI will make workers more productive and allow them to earn more. "I would be cautious about just focusing on what are we losing as opposed to what are we going to gain on the other side."

Read more of this story at Slashdot.