AI Alters the Role of Middle Managers
The introduction of AI systems into workplaces is changing the roles and responsibilities of middle managers. A new study from the University of Eastern Finland found that integrating AI into customer service teams in the financial sector increased the demands on middle management. As AI takes over routine tasks previously done by humans, managers are now expected to focus more on human relations, leadership, and facilitating interactions between employees and AI systems.
The study examined how AI applications have been rapidly adopted in the financial services industry. Many customer service roles now involve both human employees and AI working together on teams. AI can efficiently handle large amounts of