New study provides guidelines for introducing AI in the office

AI is rapidly changing the world of work. The banking and insurance industries are currently testing automated systems such as chatbots and virtual colleagues. But what does this mean for the working environment of office employees – and how do they themselves perceive the new technology? The DigiFin research project has investigated this and is now proposing guidelines.

As part of the project, researchers have followed the introduction of two AI tools: a company-specific chatbot and a virtual colleague designed to support office workers in their daily work at organisations operating in the banking and insurance industries. The hope was that the technology would free up time for more skilled tasks and simplify everyday work. Such a change was considered necessary for competitive reasons.

However, the results show mixed experiences, with the launch not going entirely as planned. For example, the virtual colleague has sometimes given incorrect answers and has therefore been perceived as incomplete, which has damaged confidence in the initiative. At the same time, the attitude towards AI is generally positive among employees.

There are curiosity and a willingness to use the technology, but in order to gain acceptance, the tools must work in practice, says Inti Lammi, project manager and senior lecturer at the School of Business Society and Engineering, Division of Organization and Management at MDU.

Focus on the working environment

AI also affects the working environment. Many hope for reduced administration, but HR departments warn of increased information flows, the risk of stress and that employees may find their work less meaningful.

Organisations' digital maturity varies greatly. The lack of routines and expertise means that development is slow in established environments. Agile working methods have begun to be introduced, but sometimes create uncertainty among staff, says Inti Lammi.

Trade union representatives emphasise the need for skills development but note that there is often not enough time. Another problem is that the digital work environment is not yet an obvious part of systematic work environment efforts, says Rachael Tripney Berglund, project member and postdoctoral researcher at the School of Innovation, Design and Engineering, Division of Innovation Management at MDU.

Practical guidelines for the future

The DigiFin project has already had a tangible impact. Its findings have contributed to the Swedish Financial Sector Union's new methodology guide on artificial intelligence, which is intended to support industry players. The project is also developing guidelines for banks and insurance companies to use when introducing new AI tools.

AI in working life is not just about technology. It is just as much about people, routines and work culture. The question is not whether AI will change the financial industry, but how we can shape the change so that it benefits both business and the working environment, say Inti Lammi and Rachael Tripney Berglund.

The project is funded by AFA Försäkring with SEK 3.4 million.