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<p>The introduction of artificial intelligence is a significant part of the digital transformation bringing challenges and changes to the job descriptions among management. A study conducted at the University of Eastern Finland shows that integrating artificial intelligence systems into service teams increases demands imposed on middle management in the financial services field. In that sector, the advent of artificial intelligence has been fast and AI applications can implement a large proportion of routine work that was previously done by people. Many professionals in the service sector work in teams which include both humans and artificial intelligence systems, which sets new expectations on interactions, human relations, and leadership.</p>

Brian spitzbergSaara julkunenJonna koponenAnne laajalahtiMarianna turunenAcademy research fellow jonna koponenUniversity of eastern finlandJournal of service researchAcademy of finlandMethod of researchManagers when leading service teamsEastern finlandAssistant professor jonnaProfessor saara julkunenWork characteristics neededMiddle managers when leading