Thomas H. Davenport is Distinguished Professor of Information Technology and Management at Babson College, Visiting Professor at Oxford’s Saïd Business School, Fellow of the MIT Initiative on the Digital Economy, and Senior Advisor to Deloitte’s AI practice. He is the author of The AI Advantage (MIT Press) and coauthor of Only Humans Need Apply and other books. Steven M. Miller is Professor Emeritus of Information Systems at Singapore Management University, where he previously served as Founding Dean of the School of Computing and Information System Vice Provost for Research. He is coauthor of Robotics Applications and Social Implications.
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Series Foreword ix Introduction xi I Case Studies Morgan Stanley: Financial Advisors and the Next Best Action System 3 ChowNow: Growth Operations and RingDNA 9 Stitch Fix: AI-Assisted Clothing Stylists 15 Arkansas State University: Fundraising with Gravyty 21 Shopee: The Product Manager's Role in AI-Driven E-Commerce 27 Haven Life and MassMutual: The Digital Life Underwriter 35 Radius Financial Group: Intelligent Mortgage Processing 41 DBS Bank: AI-Driven Transaction Surveillance 47 Medical Diagnosis and Treatment Record Coding with AI 53 Dentsu: RPA for Citizen Automation Developers 59 84.51° and Kroger: AutoML to Improve Data Science Productivity 67 Mandiant: AI Support for Cyberthreat Attribution 75 DBS Digibank India: Customer Science for Customer Service 83 Intuit: AI-Assisted Writing with Writer.com 89 Lilt: The Computer-Assisted Translator 95 Salesforce: Architects of Ethical AI Practices 101 The Dermatologist: AI-Assisted Skin Imaging 109 Good Doctor Technology: Intelligent Telemedicine in Southeast Asia 115 Osler Works: The Transformation of Legal Services Delivery 125 PBC Linear: AI-Enabled Virtual Reality for Employee Training 131 Seagate: Improving Automated Visual Inspection of Wafers and Fab Tooling with AI 137 Stanford Health Care: Robotic Pharmacy Operations 141 Fast Food Hamburger Outlets: Flippy--Robotic Assistants for Fast Food Preparation 147 FarmWise: Digital Weeders for Robotic Weeding of Farm Fields 151 Wilmington, North Carolina, Police Department: AI-Driven Policing 155 Certis: AI Support for the Multifaceted Security Guard at Jewel Changi Airport 161 Southern California Edison: Machine Learning Safety Data Analytics for Front-Line Accident Prevention 169 Massachusetts Bay Transportation Authority: AI-Assisted Diesel Oil Analysis for Train Maintenance 175 Singapore Land Transport Authority: Rail Network Management in a Smart City 179 II Insights It Takes a Village to Change a Job with AI 187 Everybody's a Techie--Or at Least Has a Hybrid Job Role 201 The Platforms That Make AI Work 209 Intelligent Case Management Systems 217 Opportunities for Entry-Level Workers: Diminishing or Not? 225 Remote and Independent Work 239 What Machines Can't Do (Yet) 249 III Conclusions Looking Ahead to the Future of Work with Smart Machines 259 Notes 267 Index 279
Series Foreword ix Introduction xi I Case Studies Morgan Stanley: Financial Advisors and the Next Best Action System 3 ChowNow: Growth Operations and RingDNA 9 Stitch Fix: AI-Assisted Clothing Stylists 15 Arkansas State University: Fundraising with Gravyty 21 Shopee: The Product Manager's Role in AI-Driven E-Commerce 27 Haven Life and MassMutual: The Digital Life Underwriter 35 Radius Financial Group: Intelligent Mortgage Processing 41 DBS Bank: AI-Driven Transaction Surveillance 47 Medical Diagnosis and Treatment Record Coding with AI 53 Dentsu: RPA for Citizen Automation Developers 59 84.51° and Kroger: AutoML to Improve Data Science Productivity 67 Mandiant: AI Support for Cyberthreat Attribution 75 DBS Digibank India: Customer Science for Customer Service 83 Intuit: AI-Assisted Writing with Writer.com 89 Lilt: The Computer-Assisted Translator 95 Salesforce: Architects of Ethical AI Practices 101 The Dermatologist: AI-Assisted Skin Imaging 109 Good Doctor Technology: Intelligent Telemedicine in Southeast Asia 115 Osler Works: The Transformation of Legal Services Delivery 125 PBC Linear: AI-Enabled Virtual Reality for Employee Training 131 Seagate: Improving Automated Visual Inspection of Wafers and Fab Tooling with AI 137 Stanford Health Care: Robotic Pharmacy Operations 141 Fast Food Hamburger Outlets: Flippy--Robotic Assistants for Fast Food Preparation 147 FarmWise: Digital Weeders for Robotic Weeding of Farm Fields 151 Wilmington, North Carolina, Police Department: AI-Driven Policing 155 Certis: AI Support for the Multifaceted Security Guard at Jewel Changi Airport 161 Southern California Edison: Machine Learning Safety Data Analytics for Front-Line Accident Prevention 169 Massachusetts Bay Transportation Authority: AI-Assisted Diesel Oil Analysis for Train Maintenance 175 Singapore Land Transport Authority: Rail Network Management in a Smart City 179 II Insights It Takes a Village to Change a Job with AI 187 Everybody's a Techie--Or at Least Has a Hybrid Job Role 201 The Platforms That Make AI Work 209 Intelligent Case Management Systems 217 Opportunities for Entry-Level Workers: Diminishing or Not? 225 Remote and Independent Work 239 What Machines Can't Do (Yet) 249 III Conclusions Looking Ahead to the Future of Work with Smart Machines 259 Notes 267 Index 279
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