Why AI will make human relationships even more important
Picture created by ChatGPT
We hope you’ve had a good Christmas break & happy new year!
I was recently a part of an online LinkedIn seminar based out of Austin, Texas end of last year and somewhat unsurprisingly the most talked about topic was AI.
This got me thinking as AI is in the process of transforming our work places from automation to predictive analytics one of the biggest impacts is its effect on human relationships. While people were initially worried that AI may depersonalise relationships actually it looks like AI will make relationships more important than ever.
It feels like we’re starting to go full circle after Covid and the remote working revolution. We’re still seeing lots of hybrid working (and some remote) but increasingly the value of being in the room together and having stronger relationships is being recognised.
AI definitely has its place when it comes to processing data, identifying patterns and performing repetitive tasks pretty efficiently and extremely quickly. The things it lack are around the human elements, EQ, empathy and the ability to build connections. As AI takes over more technical and transactional tasks, human interactions will be the thing that sets companies apart.
A key theme in the seminar was focusing on what AI will help with in recruitment freeing up the admin burden and perform more accurate searches, allowing the teams to focus more on meeting people, building relationships and talking to the right people for the right jobs.
The Head of HR for chip company AMD was quoted as saying “there’s a reason why the first word in human resources is human and the first word in Artificial Intelligence is Artificial.” He went on to say that “no one is going to take a new job without speaking with a human”.
When we consider AI-powered chatbots handling simple customer service inquiries - what happens when a customer has a complex problem that becomes really difficult and emotional? A human touch really is the answer, with a person stepping in to understand the customer, let them rant a bit, listening to them, displaying empathy in the response, then understand and resolve the issue hopefully turning a bad experience into a good one. Companies that prioritise customers and solve the hard issues these ways will build more authentic, trusting relationships and gain more loyalty in a world being taking over by automation.
The Growing Importance of Emotional Intelligence
As AI handles more technical tasks, skills like emotional intelligence, active listening, and dealing with conflict will be even more important. Companies who prioritise training programs that develop soft skills alongside technical competencies will do well. By doing this they will prepare teams to thrive in a world where AI enhances rather than replaces human capabilities. Employees will also want AI to ‘add value’ to their roles rather than replace them. Leaders who invest in relationships with their team offering support will create a culture of trust and collaboration.
Building trust in the age of AI
Trust is the foundation of any successful relationship, especially in business and it will become even more critical as AI becomes more integrated into our daily lives. Customers need to trust that AI systems are designed with their best interests at heart. But trust in the technology alone is probably not enough and will need to be reinforced with meaningful human connections.
For companies this means:
Communicating openly about how AI is used.
Ensuring AI systems are free from bias.
Providing opportunities for human interaction when its needed – like key customer service interactions
Thanks so much for reading this :-)
I’m Paul, lover of coffee, dogs, biking, surfing & skiing. Founder & Principal Consultant of Sunstone, an IT Recruitment & HR company specialising in recruiting IT roles within software, web, digital, mobile, blockchain, data, cloud infrastructure, security & networks in Christchurch & South Island of New Zealand.