The Importance of Distrust in Trusting Digital Worker Chatbots

Adopting and implementing digital automation technologies, including artificial intelligence (AI) models such as ChatGPT, robotic process automation (RPA), and other emerging AI technologies, will revolutionize many industries and business models. It is forecasted that the rise of AI will impact a wide range of job functions and roles. White-collar positions such as administrative, customer service, and back-office roles will all be impacted by AI-fueled digital automation. The adoption of digital workers is currently positioned in the early adopter phase of the product lifecycle.1 AI-driven digital workers are expected to substantially alter many white-collar tasks, including finance, customer support, human resources, sales, and marketing.42 A study from Oxford University and Deloitte predicts AI is a significant risk to the white-collar workforce.