While AI continues to force almost all aspects of the business world, many companies wonder what role the human connection will play. While AI promises efficiency, automation and even cost savings, one thing remains irreplaceable: interpersonal relationships. General skills such as empathy, communication and true human interaction cannot be replaced by AI and will become the new “essential currency” in business.
“At the end of the day,” said John TomblinPresident and co-founder of Data titan“We must remember that technology is designed for humans. And this means that the first set of skills you need – even more than programming – is empathy. You have to listen, communicate and understand before you can build something significant.”
The human element in a high -tech world
Although the tools of AI become more advanced, they still do not have the key element of emotional intelligence. AI can process data, analyze models and even predict the results, but it does not have the ability to really understand human emotions or strengthen confidence.
The truth is that AI helps companies to evolve at an unprecedented rate. According to Vein solutions80% of staff declares an increase in productivity and companies declare a 30% increase in customer satisfaction. Unfortunately, because technology evolves so quickly, more than 60% of companies do not incorporate AI with intention, which is why the growth in customer satisfaction is not as high as productivity and why 74% of companies “fail to resolve potential biases”. Companies focusing solely on automation are likely to lose their competitive advantage accordingly.
According to Romblin, companies should not fear AI to replace human workers but rather use AI to improve human experience. “AI is an incredible tool, but it is not a replacement for people. The companies that will prosper are those that exploit AI to rationalize operations while doubled the human side of their business. ” This means better customer service, stronger relationships with customers and partners and more personalized interactions.
AI as a tool – not a replacement
A common misunderstanding among small businesses is that AI will make their operations more transactional and less personal. However, when AI is strategic, the reverse is true. Companies can use AI to manage repetitive tasks, allowing employees to focus on deeper and more significant interactions with customers.
“Companies have two roads to choose: a road leads to stagnation – while waiting for AI to take over, doing things. The other road is to adopt AI, get ahead and use it to improve your business. ” If you wait, you are already behind, ”shares raffle.
The reality is that AI does not slow down or does not go away. As with most technological advances, it is difficult for people to change and adapt, but they must inevitably do so. When the cars were introduced for the first time, people resisted them in favor of cars from horses, believing that the cars were dangerous and useless. Likewise, companies that resisted the Internet in the 1990s quickly found themselves overwhelmed by competitors who adopted digital transformation.
Prioritize human skills in the AI era
As AI’s capacities are increasing, companies will have to invest in the development of general skills among their teams. Technical mastery will always be necessary, but general skills such as empathy, communication, a real human interaction, adaptability and critical thinking will become essential differentiaries.
Raffle shares that when he interviews candidates, he often asks questions to find out more about their personality. “I often ask questions to assess their empathy or their critical thinking skills. Although I am interesting if you can code or have technical skills to accomplish a technical task, I want to know what type of person you are. ”
Each year, LinkedIn publishes its report on global talents. In 2019He strongly underlined the general skills, while his 2024 Report referenced general skills, but in collaboration with AI skills and the desire to learn new skills. Companies with a team with high emotional intelligence outdoor their counterparts by 20%.
A roadmap for small businesses: Mix AI with values centered on humans
For small businesses that seek to integrate AI while maintaining their personal touch, Tomblin offers a simple five -step approach:
- Recognize the need: Identify where AI can improve efficiency without sacrificing relationships with customers.
- Plan strategically: Before implementing AI, take the time to plan the way it will be used in a way that supports – and not replacements – human interaction.
- Develop in a thoughtful way: Create AI -focused tools that improve customer service and employee productivity, rather than simply reducing costs.
- Launch with intention: Discover AI initiatives while ensuring that employees and customers understand human value behind them.
- Double people: Invest in communication training, empathy workshops and active listening skills to strengthen human connections.