Thomas H. Davenport and Steven M. Miller

Series Foreword ix
Introduction xi
I Case Studies
Morgan Stanley: Financial Advisors and the Next Best Action System 3
ChowNow: Growth Operations and RingDNA 9
Stitch Fix: AI-Assisted Clothing Stylists 15
Arkansas State University: Fundraising with Gravyty 21
Shopee: The Product Manager's Role in AI-Driven E-Commerce 27
Haven Life and MassMutual: The Digital Life Underwriter 35
Radius Financial Group: Intelligent Mortgage Processing 41
DBS Bank: AI-Driven Transaction Surveillance 47
Medical Diagnosis and Treatment Record Coding with AI 53
Dentsu: RPA for Citizen Automation Developers 59
84.51° and Kroger: AutoML to Improve Data Science Productivity 67
Mandiant: AI Support for Cyberthreat Attribution 75
DBS Digibank India: Customer Science for Customer Service 83
Intuit: AI-Assisted Writing with [...] 89
Lilt: The Computer-Assisted Translator 95
Salesforce: Architects of Ethical AI Practices 101
The Dermatologist: AI-Assisted Skin Imaging 109
Good Doctor Technology: Intelligent Telemedicine in Southeast Asia 115
Osler Works: The Transformation of Legal Services Delivery 125
PBC Linear: AI-Enabled Virtual Reality for Employee Training 131
Seagate: Improving Automated Visual Inspection of Wafers and Fab Tooling with AI 137
Stanford Health Care: Robotic Pharmacy Operations 141
Fast Food Hamburger Outlets: Flippy--Robotic Assistants for Fast Food Preparation 147
FarmWise: Digital Weeders for Robotic Weeding of Farm Fields 151
Wilmington, North Carolina, Police Department: AI-Driven Policing 155
Certis: AI Support for the Multifaceted Security Guard at Jewel Changi Airport 161
Southern California Edison: Machine Learning Safety Data Analytics for Front-Line Accident Prevention 169
Massachusetts Bay Transportation Authority: AI-Assisted Diesel Oil Analysis for Train Maintenance 175
Singapore Land Transport Authority: Rail Network Management in a Smart City 179
II Insights
It Takes a Village to Change a Job with AI 187
Everybody's a Techie--Or at Least Has a Hybrid Job Role 201
The Platforms That Make AI Work 209
Intelligent Case Management Systems 217
Opportunities for Entry-Level Workers: Diminishing or Not? 225
Remote and Independent Work 239
What Machines Can't Do (Yet) 249
III Conclusions
Looking Ahead to the Future of Work with Smart Machines 259
Notes 267
Index 279