Artificial Intelligence

AI is Coming for Jobs and is Already Reshaping Leadership, Work, and Organizations

by Mike Schiano

Most Leaders Are Still in Denial of AI workforce transformation. By the end of this post, you will learn what AI workforce transformation should look like for leaders today and how AI is Coming for Jobs and is Already Reshaping Leadership, Work, and Organizations.

If you’re an executive, HR leader, or workforce strategist who thinks the AI conversation is still theoretical, you’re already behind.

A recent piece from The Atlantic by Josh Tyrangiel, titled “How Soon Will AI Take Your Job?”, cuts through the public optimism and exposes a much quieter reality behind AI impact on jobs. Behind closed doors, companies are actively planning for AI‑driven workforce reductions while publicly insisting there is nothing to see here.

The disconnect between the story we are being told and the decisions already being made is important. Leaders should pay attention to this signal right now.

The Loudest Signal Is the Silence

There was a moment, not long ago, when CEOs spoke openly about AI replacing massive portions of white‑collar work. Then, almost in unison, they stopped talking. Is this part of an AI leadership strategy or something more ominous?

Tyrangiel captures the unease perfectly with a metaphor that should make any leader uncomfortable. Seeing a shark fin break the water and then disappear doesn’t mean the shark is gone. It means it’s closer than you think.

The planning hasn’t stopped. The messaging has.

And that should tell you everything you need to know about how seriously this is being taken at the top.

Why this Time Is Actually Different

Economists like Daron Acemoglu and David Autor urge calm, pointing to history. Previous technologies, they argue, took decades to fully transform work. Jobs have changed slowly. New roles emerged. Markets adapted.

But Anton Korinek provides an argument that disrupts those comparisons. It’s one every operational leader should internalize. These machines aren’t “dumb tools” like the technologies we’ve historically used. They’re systems that can improve, replicate, and deploy themselves at speed.

That single difference breaks every comforting historical analogy we keep reaching for.

When intelligence itself scales, the pace of change stops being linear.

The Real Story isn’t in Washington or the C‑Suite

Here’s where the article stops just short of the most important point.

The real AI transformation isn’t happening in policy debates, economist panels, or CEO interviews. It’s happening right now in the middle of organizations, inside teams, functions, and workflows, where managers are either:

  • Actively building the capability for continuous change, or
  • Waiting for instructions that may arrive too late

That gap is going to define which organizations adapt and which fracture under pressure. Not because of layoffs alone, but because of readiness.

AI doesn’t fail organizations. Indecision does.

“A Failure of Imagination” Is Only Half the Truth

Tech leaders have calledAI‑driven headcount cuts “a failure of the imagination,” but imagination isn’t the core problem. Belief is.

Most organizations still don’t believe AI applies to their work, their teams, or their people. They treat AI as a technology initiative instead of what it actually is, a human transformation project.

And because of that, the people most affected by the change, the workforce, haven’t been invited into the process. You can’t “roll out” belief with a slide deck.

Why Waiting Is the Riskiest Strategy of All

Former US Commerce Secretary Gina Raimondo delivers a stunning line in the article: “I’m telling you it’s the end of America as we know it. If we don’t use this moment to do things differently, it will be the end.” She is right but doing things differently doesn’t start with legislation. It starts with leadership behavior.

It starts with:

  • Managers redesigning work instead of protecting outdated roles
  • Teams experimenting instead of waiting for permission
  • Leaders treating AI fluency as a core capability, not an optional skill

By the time policy catches up, the winners and losers will already be clear.

The Bottom Line for Leaders

AI isn’t a future workforce issue. It’s a present leadership test.

The organizations that emerge stronger won’t be the ones that talked the loudest or waited the longest. They’ll be the ones that recognized early that intelligence at scale changes everything and then acted before the shark resurfaced.

Practical Steps Leaders Can Take Right Now

If AI is a human transformation and not a tech upgrade, then leadership must change before headcount does. Here is what that looks like in practice.

1. Stop Asking, “How Do We Use AI?” and Start Asking “What Work Shouldn’t Exist Anymore?”

Most AI discussions fail because they’re framed around tools instead of work.

Instead of asking teams how AI can “help” them, ask:

  • Which recurring tasks consume time but produce little differentiation?
  • Where are humans acting as routers, copy‑pasters, or compliance buffers?
  • What work exists only because systems and processes are outdated?

The goal isn’t augmentation for its own sake. It’s intentional subtraction.

2. Make AI Literacy a Leadership Requirement, not a Training Program

AI fluency cannot be optional, delegated, or confined to Innovation teams.

That means:

  • Leaders personally using AI in their own workflows
  • Managers being expected to explain where AI fits and doesn’t fit inside their function
  • Promotion and credibility being tied to adaptive capability, not just past performance

If leaders can’t model the behavior, the organization won’t follow it.

3. Redesign Roles Before You Resize Teams

Most layoffs framed as “AI‑driven” are more likely redesign failures.

Before cutting roles, leaders should:

  • Deconstruct jobs into tasks and decisions
  • Identify which components are automatable, assistive, or still human‑critical
  • Rebuild positions around judgment, accountability, and context rather than activity volume

This is slower than cutting headcount, but it preserves institutional trust and optionality.

4. Bring the Workforce into the Conversation Early

The biggest risk is not fear. It is silence.

Leaders should be explicitly discussing:

  • Where AI is already changing how work gets done
  • What skills are becoming more valuable, and which are not
  • How the organization will support reskilling versus waiting for obsolescence

People don’t panic when they are treated like participants. They disengage when they’re treated like bystanders.

5. Shift From “Change Management” to “Change Readiness”

AI makes continuous change the default state. That breaks traditional transformation models.

Practical signals of readiness include:

  • Teams empowered to experiment without lengthy approval chains
  • Faster decision cycles with imperfect information
  • Psychological safety around redefining roles and workflows

If your organization still treats change as an exception, AI will feel like a constant disruption instead of a capability.

6. Measure What Actually Matters in an AI‑Enabled Organization

Legacy metrics reward busyness. AI exposes how little it matters.

Leaders should begin shifting metrics toward:

  • Decision quality and speed
  • Outcome ownership rather than task completion
  • Learning velocity at the team level

What you measure tells people what future you believe in.

7. Accept That Waiting Is a Decision

Choosing not to act is still a strategy but not a survivable one.

Organizations that delay:

  • Lose internal trust first
  • Fall behind in capability second
  • Resort to blunt layoffs last

By the time AI forces action, leaders no longer have the freedom to shape the outcome.

The Leadership Test Is Not Technical – It’s Behavioral

AI doesn’t demand perfect foresight. It demands courage, clarity, and consistency.

The leaders who navigate this moment well will not be the ones with the most advanced tools. They will be the ones who:

  • Tell the truth early
  • Redesign work deliberately
  • Treat people as partners in transformation

That’s how you lead through the biggest shift in work we’ve seen. This approach keeps your organization intact on the other side.

7 Ways AI Is Transforming Business Operations in 2026 (Real Use Cases for Leaders)

Today, AI in business operations is no longer experimental. AI is embedded in workflows, customer service, internal decision-making, and productivity systems across mid-market and enterprise organizations.

In a recent episode of the Podcast In the Queue, business leader and AI America founder and CEO Rahul Desai shared grounded, operator-level insights on how AI is actually being used inside organizations today, and where leaders are getting it wrong

If you’re a business owner or executive trying to cut through the noise, here are seven practical ways AI is reshaping business operations right now. Additionally, it includes what leaders should do next.

1. AI Is Becoming a Force Multiplier.
What this means: AI increases productivity per employee instead of replacing roles.

One of the most persistent myths is that AI’s primary purpose is eliminating jobs. In practice, most successful companies are using AI to amplify human output, not replace it.

As Rahul Desai explains, the real shift is this:

People using AI will replace people who don’t.

AI enables employees to complete work faster. They make fewer errors and gain more insight. This is especially true in knowledge-based roles like operations, marketing, finance, and customer support.

What leaders should do:
Stop framing AI as a cost-cutting weapon. Position AI tools as a productivity upgrade and tie adoption to employee effectiveness, not fear. This requires careful AI Change Management and, if done properly, will lead to quicker AI operational adoption and efficient use.

2. Change Management Is the Real AI Bottleneck

Most AI initiatives do not fail because of technology. They fail because employees don’t trust the intent.

Frontline workers often believe AI tools are being deployed to document their processes—and eventually automate them away. That fear isn’t irrational, especially given recent AI-driven layoffs in high-profile companies.

What leaders should do:
Be explicit. Explain why AI is being introduced, how it will be used, and what it will not be used for. Adoption follows trust.

3. AI Is Unlocking “Premium-Level” Customer Service at Scale

Historically, elite customer service from companies like Ritz-Carlton which provide high levels of personalization was expensive and difficult to scale. AI is changing that.

Modern AI systems pull from CRM data, interaction history, and preferences. Even mid-sized companies can deliver deeply personalized service in seconds. This used to be reserved for luxury brands.

What leaders should do:
Invest in AI where it touches customers directly: contact centers, intake, follow-ups, and support workflows. This is where ROI shows up fastest.

👉 This is exactly where SPS Contact Services helps organizations deploy AI responsibly without degrading the human experience.

4. Process Clarity Matters More Than the AI Tool

Many leaders ask: “What AI tool should we implement first?”
That’s the wrong question.

According to Desai, most companies don’t truly understand their own processes. AI struggles when workflows are vague, inconsistent, or dependent on undocumented judgment calls.

A better test for any process:

  • Can it be completed in 30 minutes or less?
  • Does it avoid handoffs?
  • Is it a single, self-contained task?

If not, it’s not ready for automation.

What leaders should do:
Document workflows before automating them. AI rewards clarity and punishes ambiguity.

5. AI Works Best as a “Thought Partner,” Not an Autopilot

One of the most effective (and underused) AI use cases is process refinement.

Desai recommends something deceptively simple. Record yourself performing a task. Transcribe it. Then ask AI to question your assumptions. Let AI surface inefficiencies and suggest improvements.

This flips AI from “doer” to strategic collaborator.

What leaders should do:
Encourage teams to use AI for reflection and improvement—not just output. This builds better systems and better operators.

If your team is exploring AI in customer operations, this area is often the fastest way to achieve measurable ROI. It must be implemented responsibly.

6. Small Teams Are Now Running Big Businesses

AI is quietly changing the economics of scale.

Desai shared a real example: a million-dollar business run by one full-time U.S. employee, a virtual assistant, and carefully designed AI workflows.

The constraint is no longer labor but it’s go-to-market execution.

What leaders should do:
Rethink hiring plans. Before adding headcount, ask: Can this be handled with better systems, automation, or AI-augmented roles?

7. Bespoke AI Beats Off-the-Shelf Promises

The market is flooded with AI courses, templates, and “plug-and-play” solutions. Most over-promise and under-deliver.

Real AI value comes from customized implementation, aligned to specific workflows, industries, and compliance requirements. Generic tools make ROI more difficult.

What leaders should do:
Avoid one-size-fits-all AI solutions. Focus on tailored deployments that match your operations, customers, and regulatory environment.

👉 This is why SPS Contact Services emphasizes practical, compliant, human-centered AI especially in customer engagement and operations.

AI isn’t waiting five or ten years to matter. It’s already reshaping how work gets done quietly, incrementally, and competitively.

The leaders who win will not be the ones chasing hype.
They will be the ones deploying AI deliberately, improving service, empowering teams, and building resilient operations.

Ready to apply AI responsibly Where It Actually Works?

SPS Contact Services helps organizations:

  • Implement AI in customer operations.
  • Improve efficiency without sacrificing trust or compliance.
  • Design AI systems that support people instead of replacing them

👉 Learn more and start building AI into your business the right way.

AI Job Losses 2026: The Inevitable Wave and How to Survive It

By Mike Schiano, Author of AI Is Coming for Your Job and Founder of SPS Contact

The Tipping Point Has Arrived

Artificial Intelligence isn’t coming for your job someday—it’s happening now.
Across industries, CEOs are making changes. They are no longer talking about “augmenting” the workforce. They’re preparing to replace significant portions of it by the end of 2026.

A 2025 HR Dive survey of more than 1,000 business leaders found significant trends. 39% of companies have already conducted layoffs due to AI. Furthermore, 37% plan to replace jobs with AI by 2026. The clock isn’t just ticking—it’s already running out.

“AI adoption is going to reshape the job market more dramatically over the next 18 to 24 months than we’ve seen in decades,” — Kara Dennison, CEO of Resume.org

Let that sink in: within two years, over one-third of all companies expect humans to be replaced by machines in at least some roles. This isn’t hypothetical. It’s a direct acknowledgment by those making the hiring—and firing—decisions.

Which Jobs Will Disappear First

Not all workers face equal risk. The AI wave targets one group first: people who do predictable work.

1. Administrative and Clerical Roles

AI tools like Microsoft Copilot, Google Gemini, and ChatGPT Enterprise are already automating scheduling, document preparation, and email management. The days of full-time administrative assistants are numbered.

2. Customer Service and Call Centers

At SPS Contact, we’ve seen the shift up close. Voice AI and virtual receptionists now handle scheduling, payments, and even basic troubleshooting 24/7—without fatigue, benefits, or turnover.


This means fewer entry-level agents and more need for AI supervisors and workflow analysts.

3. Bookkeeping, Data Entry, and Payroll

Accounting and back-office systems powered by automation platforms like Xero and QuickBooks AI are eliminating repetitive human tasks.

4. Entry-Level White-Collar Jobs

Anthropic CEO Dario Amodei recently warned that “AI could wipe out half of all entry-level white-collar jobs”, predicting U.S. unemployment could hit 10–20% in the near term.
That’s not a startup founder crying wolf—it’s one of the most respected AI researchers alive.

Even High Earners Aren’t Safe

While automation once primarily affected blue-collar workers, 2026 will be the year it hits the professional class. The same HR Dive report showed that high-salary workers without AI fluency are now at risk of being “optimized out.”

Why? Because companies no longer need layers of management when AI can synthesize performance data, generate reports, and simulate decision-making.

Amazon CEO Andy Jassy didn’t sugarcoat it:

“In the next few years, we expect … that this will reduce our total corporate workforce as we get efficiency gains from using AI extensively across the company.” — Andy Jassy, Amazon CEO

Walmart’s CEO Doug McMillon echoed that sentiment:

“It’s very clear that AI is going to change literally every job. Maybe there’s a job in the world that AI won’t change, but I haven’t thought of it.”

When the two largest employers in the United States are preparing for widespread role elimination, that’s not a forecast—it’s a reality check.

Global Scale: The Numbers Are Staggering

According to research compiled by National University and Goldman Sachs, as many as 300 million full-time jobs worldwide could be lost to AI automation by 2030—and the steepest decline begins in 2026.

McKinsey projects that 50% of current work activities could be automated with existing technology. These aren’t futuristic scenarios; these are current capabilities that most businesses simply haven’t scaled yet.

“AI will reshape the global labor market, creating incredible productivity but also deep disruption,”
McKinsey Global Institute Report, 2025

The early data already shows what’s coming:

  • IBM has paused hiring for back-office roles it believes AI will replace.
  • Deloitte cut hundreds of analyst positions in favor of machine-learning automation.
  • Teleperformance, one of the largest global call center operators, announced that 15% of its workforce could be replaced by conversational AI tools within 18 months.

The “AI Divide” Between Winners and the Displaced

The emerging workforce will split into two camps:

  • Those who leverage AI to increase their impact
  • Those replaced by AI because they failed to adapt

At SPS Contact, we see both sides. Businesses adopting Virtual Sally kiosks and AI-driven scheduling assistants are improving efficiency by over 40%. But the flip side is clear—many of those efficiency gains are achieved by eliminating human roles.

In every case, the winners aren’t the biggest companies; they’re the fastest learners.

The key differentiator in 2026 won’t be how long you’ve worked somewhere. It will be how fast you can integrate AI into what you do.

2026: The Restructuring Year

The next 18–24 months represent a historic restructuring of the global job market.
According to a New York Fed analysis, companies have already begun scaling back hiring plans in anticipation of AI cost savings. That means job openings will shrink even before layoffs hit full swing.

By late 2026:

  • Customer service roles will be cut most heavily.
  • Data-driven marketing, content production, and sales operations jobs will consolidate.
  • Human-only workflows will be rare in large organizations.
  • Freelancers and contractors will face massive pricing pressure from AI tools.

And while new jobs will emerge—AI ethicists, data trainers, and machine-learning monitors will require re-skilling and specialization.

As NVIDIA CEO Jensen Huang noted at VivaTech 2025:

“AI will make programming accessible to everyone, but it will also make a lot of jobs obsolete. You either learn to work with it, or it works without you.”

Where Home Services and Local Businesses Fit In

For SPS Contact’s clients—home-service companies, local lead-generation businesses, and professional service operators—the AI shift will hit just as hard, but in different ways.

Home Services

Automation in appointment setting, billing, and follow-up will replace entire office staff. The businesses that survive will adopt AI-driven client management and use tools to blend automation with a personal touch.

Local Lead Generation

AI-generated content is flooding the web.
If your marketing depends on generic SEO or template blog posts, you’ll vanish under AI-produced noise.

The only winning strategy is hyper-local human storytelling—something AI still can’t authentically replicate.

Professional Services

Expect consolidation. Accountants, realtors, legal assistants, and therapists are all facing efficiency-driven layoffs as AI platforms handle scheduling, document prep, and client triage.

If your clients aren’t adapting, they’re dying.

How to Protect Yourself and Your Business

Here’s the blunt reality:
AI isn’t just changing your job—it’s changing what a job even means.

The workers who survive 2026 and beyond will do three things differently:

  1. Learn to Speak “AI”
    • Understand prompts, automation workflows, and how to pair AI tools with your expertise.
    • If you can’t explain how your work complements automation, you’re at risk.
  2. Reskill Immediately
    • Take online courses in data literacy, prompt engineering, and business automation.
    • Don’t wait for your employer to train you—most won’t.
  3. Position Yourself as the Human in the Loop
    • AI can’t replicate empathy, leadership, or complex human negotiation.
    • Become the person who ensures the technology works ethically and efficiently.

That’s the survival mindset outlined in my book, AI Is Coming for Your Job. It’s not fear—it’s foresight.

The Hard Truth: Complacency Is the New Layoff Notice

The biggest mistake workers will make in 2026 is denial.
They’ll assume they’re “too experienced,” “too valuable,” or “too human” to be replaced. They’re wrong.

AI doesn’t discriminate. It replaces tasks, not just people, and every job is a collection of tasks. The more routine those tasks, the closer you are to automation.

If your job can be documented, it can be automated. That’s the truth most don’t want to hear, but every forward-thinking leader needs to face it now.

Prepare or Be Replaced

By the end of 2026, the companies and workers who embrace AI will look like they’ve leapt five years ahead of everyone else. The ones who delay adaptation will be struggling to survive in a market that no longer values human inefficiency.

If you want to be on the winning side of this transformation, the time to act is today.

Download the free 10 Steps to Keep Your Job in the Age of AI and grab your copy of AI Is Coming for Your Job —your survival guide for the age of automation.

Trusting AI In the Queue

Why We Trust Flawed AI—and Why That’s the Real Danger

Why We Trust Flawed AI—and Why That’s the Real Danger
By Mike Schiano, AI Strategist, Author, Podcast Host

That’s the question explored in Rachel R. Rosner’s provocative article, The Allure of Flawed AI: Trusting the Machine, written for The Times of Israel Blog. Her insight? Our trust in AI isn’t just about convenience—it’s a psychological and cultural habit decades in the making.

A New Tech, an Old Pattern

Rosner connects today’s uncritical trust in AI to the theories of the Frankfurt School. This group consisted of mid-20th-century philosophers like Theodor Adorno and Max Horkheimer. They warned that mass media (think radio, TV, and advertising) didn’t just entertain—it trained us to accept appearances as truth. When something “looked and sounded” authoritative, we stopped asking if it was. I wrote about this phenomenon in 2005 in a paper detailing how advertising is a key driver of consumer debt.

Fast-forward to 2025: AI tools like ChatGPT speak fluently, remember your tone, and respond instantly. They sound like they know what they’re talking about. And for many users, that’s enough. Fluency now mimics trust. Confidence gets mistaken for credibility.

From Experience to Authority

Rosner points out a subtle danger: “The accuracy of the content becomes secondary to the experience of being guided.” That’s a massive shift. We’ve moved from evaluating what is being said to valuing how it’s being said.

Even when AI gets it wrong (and sometimes dangerously wrong, as in the case of xAI’s Grok making antisemitic statements), we continue to rely on it—especially in times of uncertainty. Why? Because the machine feels stable, consistent, and reliable—even when it’s objectively not.

The Real Threat Isn’t AI. It’s Us.

Rosner’s argument is chilling in its clarity: “The real concern is not whether AI will replace human reason. The real danger is that AI will train us to stop asking whether it should.”

In other words, the more we let AI think for us, the less we think about it.

This isn’t a call to panic—it’s a call to awareness. AI is here to stay. But we can’t afford to surrender our critical thinking to the fluency of machines. We need to question, verify, and stay curious—especially when the answers come in a confident tone.

Trusting AI blindly is easy. Questioning it is harder—but far more important. The future doesn’t belong to the most advanced algorithms. It belongs to the humans who know when to doubt them.

Rachel R. Rosner is an American, Israel-based philosopher, writer, and junior fellow at The Van Leer Jerusalem Institute. She recently completed her PhD in philosophy and writes on antisemitism, memory, identity, and critical theory. Her forthcoming book, Adorno and the Question of Theology: Religion and Reason Beyond Foundations (Bloomsbury). Read more of her work.

Tune in to In the Queue for more on this topic.

Texas Takes the Lead: New AI Consumer Protections Enacted

Texas Takes the Lead: New AI Consumer Protections Enacted

In this week’s episode of the In the Queue Podcast, where we delve into the intersections of technology, finance, and the evolving job market, we spotlight a significant development out of Texas that’s making waves in the realm of artificial intelligence and consumer rights.

On June 22, 2025, Texas Governor Greg Abbott signed House Bill 149 into law. It is officially known as the Texas Responsible Artificial Intelligence Governance Act, or TRAIGA. This landmark legislation positions Texas at the forefront of AI regulation in the United States.

TRAIGA sets forth comprehensive guidelines to ensure that AI technologies are developed and deployed responsibly. Key provisions include:

  • Prohibition of Harmful AI Practices: The law bans AI systems that intentionally discriminate, promote self-harm, or encourage criminal behavior.
  • Restrictions on Government Use: Government entities are barred from using AI to assign social scores based on personal characteristics or behaviors. Additionally, deploying AI for biometric identification without individual consent is prohibited.
  • Protection of Constitutional Rights: AI systems designed solely to infringe upon constitutional rights or unlawfully discriminate against protected classes are expressly forbidden.

Encouraging Innovation with Oversight

Understanding the importance of fostering innovation, TRAIGA introduces a regulatory sandbox program. This initiative allows companies to test new AI systems without immediate regulatory repercussions, provided they obtain approval from the Texas Department of Information Resources and relevant agencies.

To oversee these efforts, the law establishes the Texas Artificial Intelligence Council. This body will monitor compliance and support the responsible advancement of AI technologies within the state.

Enforcement and Implications

Enforcement of TRAIGA falls under the exclusive authority of the Texas Attorney General. Violations can result in civil penalties of up to $100,000 per incident. Notably, the law specifies that enforcement actions cannot be taken against AI systems that have not been deployed.

For federally insured financial institutions, compliance with existing federal and state banking laws is deemed sufficient under TRAIGA, providing clarity and continuity for these entities.

Broader Impact and Future Outlook

TRAIGA’s enactment marks a significant step in balancing the rapid advancement of AI technologies with the imperative to protect individual rights and societal values. As AI continues to permeate various sectors, from finance to healthcare, such legislation serves as a blueprint for responsible innovation.

Other states and federal entities may look to Texas’s approach as a model for crafting their own AI governance frameworks.

Other States Protecting Consumers from AI

Several states have taken meaningful steps similar to Texas to protect consumers from AI-related risks. They focus on algorithmic discrimination, transparency, risk assessments, and enforcement. Here is an overview of leading state actions:

Colorado

  • Colorado AI Act (SB 24-205): Enacted in May 2024, this is viewed as the most comprehensive state law to date. It regulates “high-risk” AI systems, requiring developers and deployers to use reasonable care to avoid algorithmic discrimination, particularly in consequential decisions related to education, employment, finance, healthcare, housing, insurance, and legal services.
  • The law empowers the attorney general to enforce penalties for violations.

California

  • Consumer Privacy Laws: California has two major privacy laws with AI provisions. The state’s consumer privacy law grants residents the right to opt out of AI-driven profiling that impacts employment, insurance, health, or other outcomes.
  • California AI Transparency Act (SB 942): Effective January 2026, this law requires providers of widely used AI systems to disclose automatically generated content, with significant penalties for noncompliance. The state also prohibits using bots to incentivize sales without disclosure.

Utah

  • The Utah Artificial Intelligence Policy Act mandates consumer disclosure for AI use cases, such as chatbots, impacting consumers’ awareness and protection when interacting with AI systems. Recent amendments extended its effect and focused the requirements through 2027.

New Jersey

  • SB 332: Enacted in January 2024, this law requires companies to notify consumers and allow them to opt out when personal data is collected and used for automated decisions. The law prohibits use or processing of personal data in a discriminatory manner

Illinois

  • Workplace Legislation: In August 2024, a law was enacted barring employers from using AI that considers an applicant’s race or zip code in hiring decisions. Additional proposed bills would require impact assessments on automated decision-making affecting employment, education, and housing, and reporting those assessments to state authorities.

Connecticut

  • Connecticut has regulated government AI procurement and use since 2023 and is expected to soon expand protections into the private sector

Massachusetts, New Mexico, Vermont, Virginia, Georgia, Hawaii

  • These states have introduced—and in some cases advanced—legislation requiring risk management, impact assessments, and prohibiting certain forms of algorithmic discrimination. Massachusetts’ and New Mexico’s pending acts closely mirror Colorado’s risk-based approach; Vermont’s proposal focuses on high-risk systems and transparency; Virginia passed a comprehensive bill through its legislature (though it was vetoed in 2024), and Georgia, Hawaii, and others are considering similar proposals.

Other Leading States with AI Consumer Protections

StateKey ProvisionsStatus
ColoradoBroad ban on AI discrimination in critical sectors; penalties for violationsEnacted
CaliforniaConsumer opt-out for profiling; transparency for AI-generated contentEnacted
UtahDisclosure mandates; consumer notifications for AI useEnacted
New JerseyOpt-out for automated data use; anti-discrimination in data processingEnacted
IllinoisBan on race/zip in AI hiring; proposed risk and impact assessmentsEnacted/Proposed
ConnecticutAI safeguards in government procurement; broader protections pendingEnacted
MassachusettsRisk management/disclosure for high-risk AIProposed
New MexicoRisk-based regulation for AI, similar to COProposed
VermontTransparency; anti-discrimination for high-risk AIProposed
VirginiaComprehensive protections (vetoed 2024, may return in future)Proposed

Key Trends

  • Comprehensive Laws: Colorado and California set the national standard for broad, cross-sectoral protections.
  • Sector Focus: Employment, insurance, lending, and healthcare are commonly prioritized.
  • Opt-Out and Transparency: Many states require consumer notification, opt-out mechanisms, and clear disclosures.
  • Enforcement: Most laws or proposals grant enforcement power to state attorneys general, often with significant penalties for violations.

Texas is part of a rapidly expanding movement among states to regulate AI for consumer protection, with many adopting similar frameworks against discrimination, mandating risk assessment, ensuring transparency, and empowering consumers with actionable rights

References for this article

  1. https://www.lexisnexis.com/community/insights/legal/capitol-journal/b/state-net/posts/states-passing-laws-to-prevent-ai-discrimination-in-workplace  
  2. https://www.brookings.edu/articles/states-are-legislating-ai-but-a-moratorium-could-stall-their-progress/  
  3. https://www.mondaq.com/unitedstates/new-technology/1578160/guidance-on-managing-the-risks-of-ai-discrimination    
  4. https://www.goodwinlaw.com/en/insights/publications/2024/09/insights-technology-aiml-how-states-are-stepping-in-to-regulate-ai 
  5. https://www.whitecase.com/insight-our-thinking/ai-watch-global-regulatory-tracker-united-states
  6. https://www.legaldive.com/news/16-states-have-ai-laws-curb-profiling-BCLP-interactive-compilation-state-AI-laws/710878/
  7. https://www.fisherphillips.com/en/news-insights/congressional-republicans-propose-10-year-ban-on-state-ai-laws-what-it-could-mean-for-employers.html 
  8. https://www.varnumlaw.com/insights/state-level-ai-regulations-enacted-in-2024/ 
  9. https://natlawreview.com/article/artificial-intelligence-ai-employment-discrimination-laws-proposed-six-states-what 
  10. https://www.bclplaw.com/en-US/events-insights-news/overview-of-us-state-legislative-bills-on-ai-in-2023.html
  11. https://www.hinshawlaw.com/newsroom-updates-pcad-state-ai-laws-what-businesses-must-know.html
  12. https://www.workforcebulletin.com/states-ring-in-the-new-year-with-proposed-ai-legislation 
  13. https://www.insideprivacy.com/artificial-intelligence/blog-post-state-legislatures-consider-new-wave-of-2025-ai-legislation/
Pope Leo speaks on AI

Pope Leo is concerned with AI

by Michael Schiano – Operations Executive | AI & Workforce Strategist | Host of “Mike About Money and “In the Queue,“ Podcasts.

Congratulations to Pope Leo XIV. We are excited for his leadership and guidance.

In his first official address the new Pope included his thoughts on what he called another Industrial Revolution that is taking place in the field of Artificial Intelligence. He said, AI poses “new challenges for the defense of human dignity, justice, and labor.” Read Emma Bubola’s story about Pope Leo’s speech in the NY Times.

Though the Pope may not have read my new book yet, AI is Coming for Your Job, I am glad to be on the leading edge of what the Pope sees as a social question that the Catholic Church will weigh in on.

It may surprise some that the Pope is thinking about AI and its impact on workers. But it shows the serious threat that this new technology brings to the world when the leader of the Catholic Church would feel compelled to mention it in his initial message.

Some describe AI as the greatest threat to mankind while others describe it as the greatest breakthrough. As with any power, how it is deployed is key. Will it be used for good? Undoubtedly, and it is already being used to make businesses more efficient and save lives. Will it be used for evil purposes? Absolutely, and it is already being used by criminals.

The gold rush to leverage AI in every way possible continues to grow each day. In this hurry, workers are already feeling the pressure on their jobs. As reported by Bloomberg and other media, AI is in the process of replacing more than 50% of the tasks performed by market research analysts and 67% of tasks performed by sales representatives.

In AI is Coming for Your Job, What you can do to Survive and Thrive, workers in all industries will find action steps and resources they can take immediately to protect their jobs, careers and income from the inevitable impact of Artificial Intelligence.

What do you think?

AI means job displacement for workers of all ages

AI is Coming for your Job by Mike Schiano
Mike’s new book is now available on Amazon.

In the latest episode of Mike Schiano In the Queue, Digital Strategist Len Ward gives a detailed and stark outlook. He discusses the future for employees who do not adapt and upskill for AI.

Len Ward is the Managing Partner & Head of AI for Commexis, a firm helping businesses deploy GPT-powered systems. They automate operations and rethink how work is done. Len tells Mike in no uncertain terms, “AI will destroy every fabric of marketing,” but he remains very upbeat about the power of AI to help businesses of all sizes grow and prosper.

Join Mike and Len In the Queue where you get your favorite Podcasts including Spotify and Apple.

Key points from the program:

Mike Schiano (host)

Len Ward (guest, entrepreneur, business consultant, digital marketing expert)

Key Topics Discussed:

  1. AI Adoption and Impact
  • AI has exploded in the past 12 months
  • Accessibility and quick user adaptation
  • AI is changing marketing fundamentally
  1. Marketing Transformation
  • Marketing will be disrupted by AI
  • Future involves bot-to-bot negotiations
  • Brand marketing and human influence will remain relevant
  1. Workforce Displacement
  • AI will impact workers across all age groups
  • Potential for mass layoffs in repetitive jobs
  • Marketing industry likely to be first significantly affected
  1. Business Preparedness for AI

Three types of business owners:

a) Actively researching and implementing AI

b) Aware but overwhelmed

c) Fearful of potential business elimination

  1. AI Implementation Strategy
  • Organize and digitize company content
  • Create a blueprint based on processes and systems
  • Automate repetitive tasks
  • Move from search-and-retrieve to problem-solving approach
  1. Future of AI Companies
  • Existing tech giants will remain players
  • Potential for small, agile 5-person companies to become billion-dollar enterprises
  • Focus on innovative leaders and their potential

Action Items:

  • Stay informed about AI developments
  • Digitize and organize company content
  • Explore AI implementation in business processes

AI in Healthcare

AI solves 10 year medical mystery in 2 days

Yahoo news reporter Joe Pinkstone writing today on The Daily Telegraph article about a scientific mystery that took 10 years to solve being “cracked in two days by Google’s artificial intelligence.”

The tech giant’s latest AI development is dubbed “co-scientist” and is designed to act as a colleague for researchers, with its own ideas, theories and analysis.

Scientists at Imperial College London had spent a decade solving a mystery in the field of antimicrobial resistance (AMR), which creates superbugs that are immune to antibiotics and are expected to kill millions of people a year by 2050.”

Jobs in the Healthcare and adjunct medical fields will be heavily affected by AI.

But Healthcare is only one industry where workers will feel the impact of AI in replacing jobs. My forthcoming book, “AI is Coming for your Job” will cover all of the most vulnerable industries and jobs and, most importantly, how you can survive and thrive in the age of AI.

Reserve your free copy HERE

A new window into the very soul of your Customers and Business

man with steel artificial arm sitting in front of white table

I’ve previously written about how Artificial Intelligence (AI) is being used to improve the quality and accuracy of customer interactions within companies of all sizes. Read more here.

As AI and machine learning gain more widespread understanding, development advances, and use, through a range of business applications, I’m particularly intrigued and interested in the use of Speech and Text analytics applications to deliver previously unknown insights into the daily interactions between customers and sales and service representatives. This new technology will provide companies that care a much more granular, 3-D view into the behaviors of their customers, their workers, and their business model.

We’ve enjoyed call audio recording for a long time but, listening to the calls has been limited by the cost of hiring enough people to listen to enough calls to provide meaningful data. So, only a portion of calls were ever reviewed and scored by human Quality Analysts. In my experience, this feedback has always been very useful and valuable in correcting performance and gaining new insights into both our customers and agents. We just couldn’t get enough of it fast enough. For the most part, we were reviewing historical data. AI offers real time data and alerts to aid in managing performance while it is happening rather than trying to go back and fix things that happened already.

With AI based applications, used properly, businesses can analyze EVERY call and text-based interaction from channels like Chat, email and Social media. Call audio is transcribed and analyzed along with other text-based interactions and the results area a treasure trove of manageable data and information being delivered in actionable formats in real time and near real time.

This will transform the way we manage businesses because we will have first-hand knowledge of what customers and representatives are really saying, and, in what context they are saying these things.

Even after direct interactions with your company channels, AI can track customer actions which will give business leaders unprecedented intelligence. For example, if a customer ends a call with your representative and immediately takes to Twitter and  mentions your company, AI tools will allow leaders to be alerted on their smartphone, so they can act more quickly to counteract negative comments or promote positive comments.

Over the years, so many business leaders have expressed their desire to me to know more about their company’s overall performance. Reading daily tallies of call reason and result codes never really delivered a full view. But, AI combined with Speech analytics and Machine Learning will now give business leaders real “eyes and ears” in virtually every place your customer lives.

Workers who interact with customers will have more information about the customer at their fingertips, but will also be under increasing scrutiny because every contact will be recorded, transcribed, reviewed and reported upon.

How much of these new data insights will  be put to good use by businesses will remain to be seen. We have the tools to gather these data and smart business leaders should be researching and reviewing options with vigor.  Using this new technology successfully is another topic.

Want to know more about the options for Speech and Text Analytics? Contact me to schedule a call. You will be amazed at what you can learn.

Mike

Artificial Intelligence is no longer the Future for Contact Centers

iStock_analytics122334673.jpg.800x600_q96AI is already here and is being implemented by companies across the world.

Call ATT about your Cell service and you will be talking to an Artificially Intelligent agent. This is a computer generated person talking to you. Not a real agent. And that robot is verifying your identity and answering questions in a conversational manner. The quality is stunning. No button pushing required. You can answer questions and the system understands you and either answers or directs you to where you need to go to get help. This is a big advance from the days of a robotic voice chopping its way through some basic commands and asking you to press 1 for yes and 2 for no.

Surveys show consumers like getting answers, information and service without having to deal with other humans. Great news for company bottom lines…not so good for Call Center agents across the world.

Dozens of companies like SmartAction, Afiniti, and IPsoftAmelia, to name a few, are developing AI applications to integrate with Contact Centers that are capable of totally disrupting operations in a good way. These companies are moving quickly and producing some very impressive products that will transform omni-channel Customer Service.

Google, Amazon, Apple and Tesla are pushing AI to new frontiers and the residual learning and technology wave is raising all ships and leading to amazing breakthroughs in quality.

The programs that are being developed are so sophisticated that they are learning on their own and improving their performance. This “machine learning” is the key leg to explosive growth. AI is providing insight on customers and building profiles using interactions, call audio and other contact data that are compiled from multiple sources and can be made available in real-time or for historical reporting. Sales and Service teams will have access to amazingly detailed and useful data about their agents and customers.

The what, when, where, and how of AI should be a key focus for all Contact Center leaders and those who utilize contact centers to service their customers. The “Why” is easy. Because AI leads to increased cost savings, more loyal customers, more buyers, longer retention of customers and employees (the human ones); reductions to infrastucture spending; better use of collected customer data, and, unfortunately for workers but good for company bottom lines, reductions in human workforce costs.

I spoke to a Venture Capital Group today and I can tell you that they are taking a very conservative approach to valuing the ROI on AI implementation. AI seems to have snuck up on everyone quietly, event the smart money, but it is here and it is growing fast.

The Contact Center industry is beginning the journey through major changes and improvements with AI and I’m very excited to be along for the ride.