The future of office and administrative support occupations in the era of artificial intelligence: A state of the art review and future research directions

Abstract

The U.S. Bureau of Labor Statistics projects that by the year 2029, the United States will lose a million jobs in the office and administrative support occupations because technology, automation, and artificial intelligence (AI) have the potential to substitute or replace the office and administrative functions performed by office workers. Despite the potential impact AI will have on office work and the important role office workers play in the American economy, we have limited knowledge of the state of the art research in office work at the intersection of emerging artificial intelligence technologies. In this study, we conducted a bibliometric analysis of the scholarly literature at the intersection of office work, office automation and artificial intelligence. We extracted literature sources from Compendex and Scopus databases and used VOSviewer for visualizing and quantifying our bibliometric analyses. Our findings from keywords analysis indicate that office automation, humans, human-computer interaction, and artificial intelligence occurred more frequently in the scholarly literature and had high link strengths. Keyword clusters from co-occurrence analysis indicate that intelligent buildings, robotics, and the internet of things are emerging topics in the office work domain. The two clusters related to ergonomics, worker characteristics, human performance, and safety indicate the types of human factors concerns that are more widely studied in office work settings. In summary, our findings on the state-of-the-art research in office work indicate that more studies have been conducted on smart buildings, robotics, and technology development for office work, compared to studies on office workers and their professional development. Relevance to industry: This review on the state-of-the-art in research on office work is relevant in every industry that has the potential to undergo significant changes due to AI in the future.