There’s a persistent myth that AI is here to replace human workers. It’s an easy narrative to believe—robots taking over jobs make for sensational headlines. But the truth is more nuanced. AI doesn’t eliminate jobs; it changes them. And that’s where the opportunity lies.
When I worked on Myra, an AI-powered customer service platform, this became clear. AI handled repetitive tasks like password resets and account updates, but it couldn’t handle nuance.
It’s the difference between “my driver wasted my time” and “my driver was wasted” — only humans could step in to resolve such issues with judgment and empathy. Customer service agents didn’t just solve problems; they monitored AI performance, flagged failures, and trained the system to improve. Their roles became more strategic and high-value.
This shift aligns with the 80/20 Value Principle. In most jobs, 80% of value comes from high-impact tasks, but workers spend most of their time on repetitive, low-value work. AI flips this dynamic. It handles the routine, freeing people to focus on creativity, problem-solving, and judgment.
Upskilling is the key to closing this gap. Workers need to shift from repetitive tasks to roles that involve creativity, critical thinking, and decision-making. Imagine a customer service agent in an AI-first workplace:
The World Economic Forum estimates that while 85 million jobs may be displaced by automation by 2025, 97 million new roles will emerge.
The biggest opportunity in the next 10 years will lie in preparing workers to embrace these shifts, equipping them to thrive in roles that are more rewarding, strategic, and impactful.
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