The AI Efficiency Trap | Psychology Today South Africa

Klarna’s AI-powered chatbot replaced the workload of 700 customer service agents, but the efficiency did not translate into improved customer satisfaction, and the company began re-hiring.
Surveys revealed a significant decline in engagement among employees reliant on AI for complex tasks.
Research indicates that efficiency optimization led by AI is diminishing employees’ sense of meaning and control over their work.
Studies found that AI reliance caused a decline in intrinsic motivation and increased boredom among users when not using AI for tasks.
A critique of the prevailing AI deployment strategy suggests it overlooks human aspects of work, neglecting the relationships, skills, and meaningful contributions that drive employee engagement.
Recommended approach involves optimizing routine tasks with AI, elevating work quality through AI augmentation, and innovating to create new opportunities for meaningful work with AI.
Experts argue that whether AI displaces or supports work will depend on the choices organizations make in implementing AI.
The future of work in the AI era hinges on whether technology enhances human potential or erodes it, shaping the kind of organizations and work environment desired.