AI requires new hires, might target the wrong thing

One of the organizations we studied was the business-to-business sales department of a large company in the Netherlands. They used a relatively simple rule-based AI to predict whether a client would need a new product or whether a client should be contacted because a product they used was out of date. Normally a sales manager would call the client, and because the sales manager has come to know her clients personally, she would also ask personal questions: How are you doing? How is your family? In theory, the AI system was much better at predicting the best moment to contact a client, so the organization fired most of its salespeople and the AI system was introduced. Soon, however, the organization discovered that the personal contact between the salespeople and the clients was far more important in selling their products than anybody had realized. The AI system couldn't make this personal contact, and therefore performed much worse than the sales managers did.

The article also notes that you often need to hire new, additional people to be the "AI translators": staff doesn't know how to interpret what predictive AIs do very well.

Original source: The Impact of AI on Organizations