For my PhD, I am trying to learn more about how AI will be used in B2B service industry. Specifically, I am interested in how business processes will be optimized through machine learning and how will the current labor force be affected.
The question that strikes me as most important is, who is going to be responsible for the training or retraining of the labor force whose work AI & Automation will replace? Will it be on the shoulders of the out of work customer service rep, his/her new platform company through an apprenticeship, a trade school or master's program who has a grasp on the skills needed, or perhaps the governments will offer incentives to encourage new skill acquisition through grants or tax subsidies. The sooner we figure out the response to this question, the smoother the digital transformation will be on all the jobs and industries who face an imminent threat from automation.
Below are some of the books I have read. Would appreciate comments on some good book recommendations related to my field of research:
