Psychological Implications of AI-driven Automation for Employees – Insights from Healthcare and Financial Services in Germany

Abstract

Advances in artificial intelligence (AI) are shaking up the world of work. The capabilities of AI are becoming more and more sophisticated and AI systems are increasingly capable of performing not only routine but also non-routine and cognitive tasks autonomously. This triggered the widespread adoption of AI to automate an increasing number of job tasks. Subsequently, jobs are changing, both in quantity and quality. While the debate on the impact of AI and automation on employment has intensified, little attention has been paid to the subjective experience of employees and the psychological implications of AI-induced changes in the workplace. Thus, we examined the psychological implications of AI-driven automation with an explicit focus on employees’ experience and behaviour. To do so, we investigated the application fields of AI, the resulting changes in job tasks, and the associated psychological implications in two exemplary sectors, i.e., healthcare and financial services. Using an exploratory approach, we conducted five interview studies with a total of 91 German experts and employees, examining three occupational groups, including physicians, psychotherapists, and bank clerks. Using qualitative content analyses, we compiled comprehensive and detailed data that provide insights into the psychological implications of AI-induced changes of job tasks in the two investigated sectors. Our results serve as a starting point for further research in this area and highlight the importance of taking a human-centric approach.