Computerization: The End of the American Worker?

After a summer of studies on Industrial Engineer and so-called Father of Scientific Management, Frederick Winslow Taylor, I have explored up-close the exchange that occurred when technology began to replace the artistry that was American craft work. Taylor was an industrial revolutionary who focused completely on increasing efficiency in mechanisms and was willing to sacrifice the morale of the workers to achieve that goal. He used time and motion studies to figure out the most cost-effective way to make a product.

Before the introduction of Taylor’s ideas into some industries, workers were responsible for production from raw materials to finished product. Each finished product was a work of art and the craftsmen were able get a sense of satisfaction from their completed pieces. After Taylor’s ideas were introduced, the work force was reduced to doing menial, repetitive tasks that involved very little to no thought.

Since Taylors’ introduction of these ideas in the early 20^th century this concept of replacing skilled workers with machines has increased. Processes in industry have become completely mechanized. Manufacturing now involves many unskilled workers because of this fact. This process of unskilling workers has continued to grow to today.

It has progressed into not just manufacturing, but customer service as well. Companies have started replacing their educated representatives with automated services. Xerox has attempted to create an Automated Intelligence to interact with customers with problems. Instead of workers having to understand the products, they would just enter the problem and the computer would output the solution. This allows companies like Xerox to hire unskilled workers.

I have experienced this kind of automation in multiple companies including my bank, and my phone service provider. Before sending customers to an actual person when they call, customers are sent through a series of steps intended to either solve or clarify the problem. This is intended to be able to decrease the amount of workers involved in the customer service of a company, altogether.

As the need for efficiency grows, the number of computerized services grows. The more computers can be used, the less the educated workers need to be hired, which saves money for the company. Computerized services are becoming more and more prevalent. Many different companies are relying on computerized services. In some cases, people are required to use these services.  For example, government healthcare can only be accessed by a website.

In order to computerize so many services, people need to keep advancing artificial intelligence to be able to take over the services that people provide. With this constantly improving artificial intelligence, we are lead to the question; when will it end? Will the automation continue until the entire service industry is made up of computers? Will a great percentage of the workforce lose their jobs for the sake of efficiency?

At least for the time being humans are safe. Computers still have serious limitations. For example, Xerox realized that for as many problems that are programmed into the service, there are always more that will occur. These new and different problems require human judgment and knowledge. The human mind is still a more efficient tool than artificial intelligence. Looking towards the future, there are no guarantees to how advanced artificial intelligence will get. What we do know is that the effect of this artificial intelligence on the work force is real and will only grow bigger in the coming years.