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Reflections and main points from the Digital Tech Summit 25-26 October

The network and the Danish Chamber of Commerce successfully presented the session about Artificial Intelligence (AI) in Knowledge Services. We share here the main points shared by the speakers.
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  • Tværinstitutionelt Netværk om Services og Kunstig Intelligens (Forskningsprojekt)
    • Banner for the summit
    Af: Jon Sundbo

     

    The network and the Danish Chamber of Commerce successfully presented the session about Artificial Intelligence (AI) in Knowledge Services. The main points of the speakers were:

    Julia Spicina from Ernest and Young presented three problems that characterizes the use of AI:

    • Black box: It is not clear how the models operate
    • Data problem: Sensitive personal information can be deduced from the data
    • Bias problem: The system can create discriminatory outcomes

     

    Jens Grønkjær Sjølander Pihl, Partner & Attorney-at-law, Horten Law Firm, and Jørgen Beck Weiss Hansen, Attorney & partner, Lassen Ricard talked about the digital revolution in law firms:

    These service firms do not proactively introduce AI. It will only happen when clients demand it and cost-benefit analyses demonstrate that this is beneficial for the law firm.

    Barriers are:

    • The partner ownership of law firms
    • Regulated restrictions on business activities
    • AI will be implemented in routine, simple and preparatory low risk work tasks only
    • Cannibalization of the hourly rates
    • The price of AI systems
    • Law firms will more likely be users than makers of AI legal services

     

    Frida Pemer,ssociate Professor, Program Director, Stockholm School of Economics, presented an investigation of experts’ role when AI is introduced in knowledge service firms. She found:

    • Great differences between auditors and PR/communication consultants
    • Auditors have a strong professional identity, are oriented towards digitalization and their clients demand digitalized services including AI.
    • For PR/communication consultants is digital expertise is not captured or valued internally and their clients expect traditional human-to-human service.

     

    Kasper Edwards, Senior Researcher, Danish Technical University, argued that AI is hot, but the perspectives and challenges are rarely understood by top management.

    • AI changes the role of the expert and may result in deskilling
    • AI risk becomming a software layer between the expert and the customers
    • AI requires new competences
    • AI creates new possibilities for innovation

     

    The panel discussion, led by Peter Plougmann, Next Step, started by Jon Sundbo, professor at Roskilde University, summarized three main points in the actual discussion of AI in knowledge services:

    • Augmented intelligence: AI  is actually decisision support systems for the professionals – not robots or automatic self service systems for the clients
    • Professionals’ competences and legitimacy is challenged by AI
    • Top management must be more involved

    The discussion deepened these and foregoing points.