Digitalization and automation are transforming how various tasks are approached for greater efficiency. However, there are specific contexts where humans prefer human attention. This phenomenon could be considered paradoxical, so it is interesting to explore what is behind this resistance.
In recent years, technology’s ability to process large amounts of data, learn patterns, and perform tasks has not only improved operational efficiency and decision-making but also opened up new possibilities for industries. AI will impact all industries in areas such as customer operations, marketing and sales, and research and development (R&D), promising a future of enhanced productivity and innovation.
More advanced algorithms allow machines to become progressively more skillful and better suited to replace some of the functions people perform. Concern about the loss of jobs due to the automation of the workforce makes visible the resistance of some towards change.
This resistance can manifest in a preference for human interaction instead of “intelligent” bots. For example, despite having bots active 24 hours a day in customer service, customers prefer traditional service, even if bots could be more efficient.
Despite technological advances, there are aspects of genuine human interaction that AI, for all its capabilities, fails to simulate fully. Empathy, the ability to understand subtle emotions, creativity, and humor are organic elements present even in the simplest interaction. These are the unique qualities that humans bring to the table, reassuring us that our role in certain contexts is irreplaceable. Although some AI s excel in this emulation, AI is usually aimed at ensuring a fast and efficient flow to fulfill the assigned task.
To continue exploring this topic, read the complete article by Freddy Linares, director of Neurometrics, in the Punto de Equilibrio Bulletin Nº46