In one of my recent blogs, I looked at how AI (artificial intelligence) is getting more emotional and how some studies even believe that — by 2022 — your personal devices will know more about your emotional state than your own family. That’s pretty intense.
In the past, we’ve also talked about how AI is being used more and more in the hiring process — from conducting initial screenings of potential new hires to facilitating the onboarding process.
The world of AI is fast-moving, but I’ve been pretty consistent with my belief that artificial intelligence is no replacement for the human element. When we do this, we risk losing the one thing that makes our businesses — our connections with our team members, clients, and customers — unique.
That said, I wanted to look at some of the other risks associated with letting the world of AI drift further and further into deciphering human emotions.
Here are some of the lessons I learned while researching this topic…
Understanding Customer Sentiment
If you use AI to better understand customer satisfaction and sentiment, an emotional bias could greatly skew what is being reported, how companies react, and the steps companies take to respond and engage with people online.
Again, we don’t want to replace the human element here. When we get too far down the rabbit hole and make overarching and important decisions based on these technologies, we are trading our “human-element-common-sense” with the “common sense” of a computer — which may or may not be 100% accurate.
Making AI Work in the Workplace
I think the real lesson here — or the thing we should be focusing on — is how to marry artificial intelligence’s emotional learning capabilities with our real-life emotional smarts. How do we take the AI emotional data and use our own common sense to review, understand, and make decisions?
I’d love to hear how your company is using AI and the steps you’ve taken to make sure it doesn’t go too far down the rabbit hole without some real-life human review. Let’s continue this over on my LinkedIn page where I’m connecting with business and real estate leaders across the globe.