How Artificial Intelligence Is Altering the Workplace

The Edge for June 2023

Artificial Intelligence is blowing up this year. We asked N.J. Chamber members – experts in AI and those who run business – to tell us how AI is affecting business operations. They told us the good, the bad and the dangerous. Read below to see what they said.

Think of ChatGPT as an Intern With Multiple Degrees

Think of ChatGPT as an intern with multiple degrees. It can help small businesses quickly summarize and analyze contracts and other documents. It gives you the ability to have a virtual conversation to gain understanding of public knowledge of a product or service; and it can create content, such as marketing material or responding to an email from a customer. You have to figure out what is mechanical work that AI can do, and what is creative work that requires a human touch. Further, you need to make sure the content it generates is reviewed by somebody to ensure it is accurate.

– Shobhit Varshney, VP & Senior Partner, Americas AI & Analytics Leader, IBM Consulting

What Will Be Important Is the Analytical and Critical Thinking of People Using AI

ChatGPT uses a pre-trained algorithm that has ingested all of the information on the internet. It uses language models that make interacting with it like chatting with a person. But there is an issue of biasness within AI. Data being fed to train the models can be bias. There may be large sets of data, but if it is trained to focus only on a subset, that is bias. When you trust AI, that’s when there is risk. You want to take advantage of what AI can do, but you want to make sure you have the human touches. Going forward, what will be important is the analytical and critical thinking of the people using AI – those are the skills employers will be looking for. Eventually, organizations will have control of their own data sets.

– Douglas Vargo, Vice President, Consulting Services, CGI

Use It So It Helps Solve Problems, Not Create Problems

Look at ChatGPT’s own disclaimers. It says up top that it may produce inaccurate information. It produces information based on inferences from data. So do we want employees to use the device? It is a great tool to start with. The danger is when it’s the only tool you use. There is a concern the data they rely on are bias. There are copyright issues. But there are advantages too. These tools have interesting abilities to teach us what’s out there and go deeper. We can use these tools to streamline processes and create efficiencies. Once you get past the initial (concerns), the question is how can this make us better? How do you become a trained user, so you can use it critically? A lot of it has to do with embracing the tools and use it in a way that it helps solve problems, not create problems.

– Kevin H. Michels, Professor and Director, School of Business Center for Innovation and Ethics, The College of New Jersey

AI Is a Game Changing Technology of This Generation and Beyond

Generative artificial intelligence – similar to nuclear energy and the Internet – is a game changing technology of this generation and beyond. The transformative power, the ramifications and risks, and the social disruption inherent in this new technology are not fully understood by policymakers and stakeholders, let alone the majority of potential users. In fact, an attorney recently submitted a brief prepared by ChatGPT to the Southern District of New York that was replete with fictitious case law and even false cases. That being said, attorneys must become familiar with the positive uses of AI as it develops in order to better serve their clients.

– Michelle Schaap, Member, of Chiesa Shahinian & Giantomasi PC. Michelle is the firm’s Chair of the Tech, Privacy and Data Innovations Group

We're Excited About Implementing AI To Help Analyze Dental X-Rays

At Delta Dental of New Jersey, we're developing AI chatbots to bolster our customer service and provide immediate, personalized assistance to our clients. Also, we're excited about implementing AI in claims review – it will act as a second set of eyes to analyze dental X-rays and documents. These innovations will enhance – not replace – the human touch provided by our associates, making us more efficient and helpful in serving our customers.

– Justin Lahullier, Chief Information Officer and Vice President Information Services, Delta Dental of New Jersey and Connecticut

We’re Using AI To Identify Inpatients Who Are At-Risk for Readmission

“Saint Peter’s Healthcare System uses AI-enabled methodologies to identify inpatients who are at-risk for extended stays or readmission within 30 days. The methodology combines census data, non-medical data from public sources, claims data and pharmacy-use data to create a risk profile. We identify patients who have high-risk social determinants of health needs, such as lack of transportation, housing, or food insecurity. Our goal is to engage with these patients, and connect them to community and government resources for the support they need as a complement to their clinical care.”

– Jordan Tannenbaum, Vice President/Chief Information Officer and Chief Medical Information Officer, Saint Peter’s Healthcare System

Google Bard Generates a Plan on How To Follow-Up With People I Meet

I often return from networking events with a page full of new connections and notes on important conversations. Using Google Bard – which I prefer over ChatGPT because the data is more up to date – I input my notes along with a detailed prompt to create a follow-up plan. Bard generates a descriptive plan on how to follow-up on conversations with people I met, including upcoming events they may be attending, industry insights they may be intrigued by and more.

– Justin Murray, Director, Partnerships; TechUnited:NJ

We Are Using AI-Powered Tools To Elevate Student Success Rates

At Thomas Edison State University, we are using AI-powered tools to elevate student success rates. We are using systems capable of interpreting vast amounts of incoming transcript data [Shamrock Solutions], producing targeted help desk responses [Zendesk], and guiding meaningful student tutoring interactions [Brainfuse]. AI-powered tools identify patterns, detect potential challenges, and provide tailored recommendations, enabling students to thrive academically and achieve their goals.

– Merodie A. Hancock, PhD, President, Thomas Edison State University

AI Is Helping Us Access All Publicly Available Information To Better Understand the Challenges Our Customers Are Facing

CGI is leveraging the power of artificial intelligence both for our clients and in our business operations. For example, AI is helping us access all publicly available information to better understand the challenge a customer is facing, and helping CGI develop strategies to overcome those challenges. We still rely on our industry and IT experts to synthesize information, but AI provides great starter frameworks. Additionally, CGI is using AI to help automate routine tasks, and freeing up our members to focus on serving our clients and increasing efficiency.

– Mike Reagan, CGI, Senior Vice President Consulting Services

AI Allows Our Chatbots to Have More Intuitive Exchanges With Patients

GoMo Health’s concierge programs act like virtual care coordinators that offer guidance to patients and members both pre- and post-discharge to (help them) self-manage their conditions. We have used artificial intelligence to help our concierge programs have more intuitive exchanges with the patients via text messages. Our chatbot responds to patients’ messages based on key words and phrases and can automatically escalate to a live-care coordinator, which, in some cases, saves lives.

– Lawrence Krampf, GoMo Health, Chief Revenue Officer

Automating Certain Routine Tasks Reduces Errors and Boosts Productivity

Business advisory firms like EisnerAmper, and its clients, process overwhelming information. Artificial intelligence can help improve efficiency. Automating certain routine tasks – like accounts payable, sales optimization an automating emails – reduces errors and boosts productivity. Businesses must address challenges like data quality, talent gaps and ethical concerns.

– Jason Juliano, Director, EisnerAmper Digital