Amid the ongoing job cuts at the Workplace Safety and Insurance Board (WSIB) in Ontario, concerns have been raised by some employees and their union regarding the use of artificial intelligence (AI) by the agency.
The Ontario Compensation Employees Union (OCEU), representing WSIB workers, disclosed the layoffs this month. According to OCEU president Harry Goslin, a total of 566 individuals, both unionized and non-unionized, were impacted by the job reductions.
Brittnee Gauthier, a post-adjustment case manager in Sudbury, expressed her experience as WSIB implemented a new AI claim summary tool before the layoffs. She mentioned a significant internal effort to introduce this tool for document review and summarization.
Gauthier expressed concern about the future reliance on AI within the company, noting that the excitement surrounding the tool’s launch turned to apprehension upon realizing its impact on job redundancies. Union president Goslin also voiced worries about the agency’s shift towards automation through these job cuts.
WSIB, in response to the layoffs, described them as a challenging business decision. The agency emphasized its commitment to modernizing operations to enhance support for individuals while delivering value for the premiums paid by Ontario businesses.
Records from WSIB revealed a $7.3 million contract awarded to Owl.co for a claims summary tool subscription earlier this year. Additionally, WSIB CEO Jeff Lang is scheduled to discuss the deployment of AI on a large scale at an upcoming conference in Las Vegas.
Employees affected by the layoffs shared their distress over the sudden notification during a group call, leaving them with numerous unanswered questions. Gauthier, reflecting on the impact of the layoffs, expressed concerns about the increased workload and potential delays in helping injured workers.
Sanjeev Kapoor, a customer service representative in Sudbury who was laid off, highlighted the pressure to integrate AI into their workflow. Kapoor and his wife raised uncertainties about their future, particularly regarding the security of their home.
Kapoor detailed the process of training an AI system to assume tasks previously handled by employees, highlighting challenges with accuracy and reliability. The union has raised concerns about the lack of transparency regarding technological changes within WSIB.
Despite questions about the accuracy of AI tools and potential future implementations, WSIB reiterated its commitment to assisting individuals following workplace injuries across Ontario. The agency operates independently from the Ministry of Labour, Training, and Skills Development, funded by individual companies rather than tax dollars.