Communication in the era of Artificial Intelligence

In my recent talk at the India Global Forum where The Middle East, Africa & India came together on a global platform, we touched upon the crucial aspects of acceptability, adaptability & accountability when it comes around the topic of “Artificial Intelligence”. I had the chance to share the stage with some wonderful panellists who shed light on Artificial Intelligence enhancing communication, customer satisfaction & its massive growth, with an exciting potential to its future use in possibly unmanned aircraft and flight operations.

As exciting as this sounds, giving rush of adrenaline, imagining the future possibilities and opportunities the change will bring, here is my two pieces of learning about the most awaited, desirable, scary (change is) future of the world called “Artificial” Intelligence.

Here you must have observed, I’ve placed quotation marks around the word “Artificial” because no matter the growth, this intelligence will remain Artificial.

I firmly believe, we have just stepped into the world of Artificial Intelligence. There is so much more as humans we still need to understand about this world. The basics of which will begin from understanding the Neuro-Linguistic Programming. As fancy it sounds, it is simply a way to communicate with programming.

We need to understand with technology, there has been steady human evolution as well. We live in a world where Baby boomers are operating APPs and socials more than Gen Z’s. We cannot live by the standard automated FAQ based responses and lose what is most important to the human mankind, i.e., Empathy & Emotional Intelligence. ?

AI should always function as a catalyst in people’s life. Something that adds value to the entire chain of communication and doesn’t create the already difficult “Digital Isolation”. Our Social Media accounts & the Covid pandemic have already contributed a larger aspect towards this Isolation.

With AI comes the data and algorithm bias and there will be need of ethical guidelines to control these biases towards minorities who are underrepresented in the data. The unique needs of these minority datasets could be harmed, even if the decisions are based on statistically valid data. In recruiting, we currently see most Application Tracking Systems (ATS) rejecting even the best of talents that may be fit for the job.

In the end, I would say it’s up to us as individuals to make responsible choices to avoid these biases and ensure that empathy and emotional intelligence continues to play pivotable part in the development of human race.

For AI to succeed, there will need to be:

• Adaptation & Feedback loops: To train future AI models, creating a self-reinforcing cycle. Learning and adaptability will have to cyclical loop to stay ahead of technology advancements and maintain relevance.
• Digital Literacy & Cognitive thinking: Train & Equip people with skills to navigate this GEN AI & critically evaluate information.
• Augment not Automate: AI can augment human interaction by providing real-time insights, translations, personalized and intelligent assistance.
• Ethical & regulatory guidelines: With every development, enforce ethical guidelines and regulations for fair, transparent and accountable development.
• Embrace Change: While change is the only Constant, it will happen whether we like it or not. Remember, everything that’s old is not outdated. The Artists’ art, soulful cooked food, musicians’ music, handmade carpentry or many more will never be outdated to be passed along the next generation.

Remember with great power, comes great responsibility.

Nitin Kalra

Human Resources Manager at RA International.