Al is too opaque, emotionless, and rigid. It is much better to interact with people

Why are people so hesitant to embrace AI?

What can be done to overcome this resistance?

Though AI has garnered a ton of attention in the last few years...

There is more to it than meets the eye.

It’s success depends not only on it’s capabilities but also on how we as humans are harnessing these advancements.

Even with AI getting smarter, many organizations are slow to use it.

79% of corporate strategists say AI is critical, yet only 20% use it daily.

Why does this paradox arise?

The Harvard Business Review's February 2025 issue featured an article that caught my attention.

According to it...

Here are the five key psychological barriers that are holding us back:

• It’s hard to understand (opacity).
• It lacks emotion.
• It’s too rigid.
• It acts on its own (autonomy), and
• People still prefer dealing with other people.

So how can companies overcome these hurdles?

• Explain AI’s decisions in a clear manner
• Incorporate human-like traits
• Start with simple models before moving to advanced ones.
• Show how it can learn, and
• Maintain a balance between human supervision and automation.

Key vocabulary with meanings and context

1. Less of a black box

Meaning:

The phrase refers to something that is easier to understand or more transparent in how it works.

A black box is a system whose internal processes are hidden or unclear.

"People tend to think that humans’ decision-making is less of a black box than algorithms’, but that belief is unfounded. Psychologists have shown that people have little insight into what other people are thinking; instead, they use heuristics to interpret human behavior."

Business context example:

"Google Maps is less of a black box than AI because you can see the route it suggests and understand why it chose that path."

2. Human-in-the-loop systems

Meaning:

This refers to AI or automated systems where people are part of the decision-making. It ensures there’s oversight and control.

"To increase utilization of AI systems, companies can restore consumers’ sense of agency by having people provide input to the systems (thereby creating what are known as 'human-in-the-loop systems')."

Business context example:

"In customer service, a human-in-the-loop system means a person checks the chatbot's answers to make sure they’re correct before sending them to the customer.

3. Autonomous

Meaning:

Autonomous means having the ability to operate independently without direct human control.

"Researchers have found that people prefer explanations about why an AI tool did something—for instance, they would rather know that an autonomous car braked because there was an obstacle ahead—than simple explanations of what the AI did."

Business context example:

"Self-driving cars are autonomous vehicles designed to navigate traffic without human input

4. Cues

Meaning:

Cues are signals or hints that trigger certain responses or behaviors in people.

"Studies have indicated that consumer use of AI output rises when people are told that AI has the capacity for adaptive learning. Even nominal cues that imply learning potential, such as branding AI as 'machine learning' instead of merely an 'algorithm,' have boosted engagement."

Business context example:

"Effective leaders give non-verbal cues like nodding or maintaining eye contact to show engagement during meetings."

Try these practice exercises yourself.

• The new software has too much __________, so people don’t understand how it makes decisions.
• People often use __________ to make quick choices, like picking a popular brand because it feels safer.
• Some cars are __________, meaning they can drive themselves without human help.
• The new reporting system is __________ because it clearly shows how results are calculated.
• In meetings, body language like nodding or smiling can be helpful __________ to show agreement.
• The company uses _______ so that humans can check the work done by AI before it’s final.
• Many employees think the new process is too strict because of their _______, even though it can adjust to different situations.

Reply with your answers if you'd like feedback!

??What’s your biggest hesitation when it comes to using AI at work? Comment below??

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