Argelia Alvarado Gonzales, Local 132
“So much of the technology we have today has made our work easier and safer, and it’s allowed us to assist customers more quickly and more accurately. But some of the artificial intelligence that we’re beginning to see appears to threaten some of our jobs. While AI can be programmed for specific tasks, it can’t take the place of a real live person, and I have so many customers that want actual human interaction. Maybe they’re not that tech savvy or just want to hear a real voice at the end of the line.
Technology is beneficial, but it cannot replace the adaptability and problem-solving abilities of human workers, especially during problem times like power outages. Our union can play an important role in addressing concerns raised by AI by advocating for job security, retraining programs, and fair treatment as technology evolves.”
Linda Lupinski, Local 105
“I work for Consumers Energy in Livonia. I started in meter reading in 1984. It was a much simpler time. You didn’t need to shut anything off to disconnect. We had walking and driving routes; now meters are read electronically. There were no cell phones; now the company hands them out. Timesheets were done on paper; now they are done on tablets or computers. TVs were in cabinets; now they’re hung from walls sharing company information. Maps were on paper. Now you put an address into Google Maps, and it routes you to where you need to go.”
Frank Carino, Local 369
“Companies are always looking to use technology to streamline things. We’ve seen changes in software and hardware for everything from timekeeping to restoration efforts. In some cases, it works, but in others it’s more of a ‘square peg, round hole’ situation and it ends up being more trouble than it’s worth. Newer doesn’t always mean better.”
Takiya Robinson, Local 175
“In today’s world we are seeing a shift from personal interactions to artificial intelligence, and this is prevalent in the field of customer service. While it can be convenient for customers, AI has limitations identifying and rectifying errors. I have noticed that the total workload in the customer contact has decreased over the last couple of years with the introduction of artificial intelligence. However, the work that AI leaves for us to complete has become increasingly convoluted. While AI can ‘learn’ the basics through repetition, it cannot replicate complex problem solving and the creative solutions needed to do so.”
Nathan Marcum, Local 640
“So far, technology changes have made getting water meter readings easier and the billing process faster with each software upgrade. Artificial intelligence may help schedule field service appointments or get the customer routed to a live person or payment online, but I’m not worried that technology or AI will replace me, at least not quite yet.”