Conversational AI Workforce Revolution : Exploring the Effects of Conversational AI on Work Roles and Organisations

Sammanfattning: Recent public artificial intelligence (AI) advancements, particularly ChatGPT, are predicted to transform whole industries, work roles and organisational structures, leading to some jobs becoming obsolete while also creating new opportunities. This qualitative research explores the effects of ChatGPT on work roles and organisations in the information technology (IT) industry, more specifically, the effects on skills, competence, and organisational processes such as the automation of routine and non-routine tasks. The aim is to fill the gap in how ChatGPT affects the IT industry and to provide recommendations for policy makers, companies, and workers to address these challenges. Two research questions were formulated: “How does the increasing adoption of ChatGPT in internal work processes of businesses in the IT industry change work roles” and “impact the organisation and what are the potential implications for changes in work roles due to ChatGPT?”. To explore and answer these questions two data collection methods were used such as semi-structured interviews and qualitative questionnaires, with a combined sample size of 14 participants. The data was analysed using thematic as well as content analysis and the theoretical framework. The findings suggest that adopting ChatGPT is indeed transforming work roles and organisations by automating routine and non-routine tasks, leading to efficiency and cost savings. While some roles and skills change, others become entirely obsolete. The impact varies based on organisational factors, the nature of work and adaptability to new technologies, leading to the emergence of new opportunities in AI management and big data. Smaller companies in particular benefit from implementing ChatGPT, allowing focus on other tasks such as for example strategic development. Organisational challenges include training employees and adapting to new technology as well as concerns for job loss.