We Need to Talk… Human Interaction in an AI and ML World

We Need to Talk… Human Interaction in an AI and ML World

Human beings are highly social creatures. Ever since we teamed up to share that first cave and feed one another over 300,000 years ago, the need to communicate and collaborate has been soaking into our social DNA. Today, a lot of our interaction is increasingly with programs running on artificial intelligence (AI) and machine learning (ML) and not other human beings. So, why are AI and ML taking over? And does human interaction still matter as much?

Advantages of AI and ML communication solutions

While we can all identify with the painful experience of calling a business only to run around in circles shouting at an unresponsive automated voice, the reality is that AI and ML communication systems are very different – in a good way. From chatbots and AI training programs to virtual assistants and home assistants, we’re already enjoying our interactions with AI. Other reasons why this type of communication is taking off include:

• 24/7 availability, with no need to take a break at any point during the day or year
• Exceptionally fast data processing to respond to queries
• Very affordable to run on a monthly subscription
• Unreactive to emotional cues and can handle upset, angry or disruptive interactions easily

So, are humans replaceable?

 The quick answer is no – at least, not at this point. This is down to many reasons, with the main one being that tech just simply isn’t human, and we know it. It lacks the warmth and emotional empathy that is at the core of human communication, whether you need a helping hand after a burst pipe has flooded your home or a techie to come out and fix the computer your toddler just spilled their breakfast on.

Additionally, there are limits to what an AI or ML program can understand. Currently, they can only deal with issues within their specific scope. They could, for example, book your car in for a service or tell you what time the shop is opening, but they can’t come to conclusions about issues beyond that. They cannot read between the lines or understand non-verbal cues, solve a conflict, or manage emotional responses.

This makes these programs invaluable in terms of releasing employees from basic, everyday tasks that don’t require a human touch. We love the instant response we get from AI when we ask what the weather is, make a restaurant booking, or order transport. We don’t need human interaction here and, for many people, this is preferable for this type of daily task. But when things get more complicated, when it takes a level of emotional understanding to connect with a brand or a customer, or when more serious issues are on the line, there’s nothing that can replace a trained and experienced human being.

At Otto, we’re excited about how new technologies change the way our homes, businesses, and cities operate, opening up new growth opportunities and ways to live a more fulfilling life. But we never lose sight of the human element. As a people-first IT solutions specialist, we make technology more engaging, more human, and more effective to support your success.