The Synergy of Human and Artificial Intelligence

I recently embarked on a learning sabbatical to deepen my understanding of AI, machine learning (ML), and deep learning (DL). In the various leadership certificate programs I enrolled in, a recurring and passionately debated question was whether these technologies will replace human jobs.

### Historical Perspective

Looking back at history can provide valuable insights. In the 1970s, the introduction of ATMs sparked concerns about the potential replacement of bank tellers. Contrary to popular belief, the number of bank teller jobs actually increased following the advent of ATMs. This was because ATMs made banking services more accessible and efficient, leading to higher demand. Consequently, banks expanded their branches, creating more teller positions.

Similarly, when electronic document discovery software was introduced in law firms, there were fears about the future of paralegal jobs. However, the number of paralegal positions grew. The technology made legal services more efficient and affordable, increasing demand and subsequently the need for more paralegals.

### AI as an Augmentation, Not a Replacement

These historical examples suggest that advancements in technology and automation can create jobs by increasing demand for services. Applying this perspective to the question of whether AI will replace call center and customer service jobs, it becomes clear that AI will not eliminate these roles. Instead, it will enhance them.

Each human role can be divided into two main components:

The IQ Component: This relies heavily on facts, data analytics, historical interactions, and multiple engagement touchpoints. Human handling of this aspect is prone to error, mundane, and time-consuming. Additionally, humans need to balance work and life, limiting the time available for such tasks. In contrast, technology like AI, ML, and DL can operate 24/7, analyzing data, identifying patterns, and providing insights to improve engagement with higher accuracy. And it does so, much faster.

The EQ Component: This involves relationship-building and emotional interactions, which are inherently human capabilities. AI, ML, and DL are unlikely to fully replicate these emotional and contextual conversations. However, they can provide valuable information and insights that enhance human interactions, making them more meaningful.

### Embracing the Synergy

Returning to the question, "Will AI take away call center and customer service jobs?" My belief is that AI will not replace human jobs. Instead, humans equipped with AI augmentation will surpass those without it.

Some may argue that training humans to use AI requires significant time and effort. However, consider our daily routines: Many of us use WhatsApp, where predictive text suggestions based on previous messages seamlessly enhance our communication. This is AI in action, learned effortlessly. Other examples include spellcheck, Siri, navigation apps, and facial recognition, all of which we have integrated into our lives without difficulty.

In summary, AI will augment human roles, not replace them. Humans augmented by AI will outperform those without such tools, illustrating the powerful synergy between human intelligence and artificial intelligence.

Do agree or disagree? What is your take on this topic? All your views matter, feel free to comment. Thank you

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