The Importance (and Profitability) of Staying Human in an AI Era

This is an article I co-wrote with Lorie Corcuera, Co-Founder of SPARK Creations. It was featured in the Summer 2018 edition of People Talk Magazine.

Once Once again, the ever critical You mmomentay have heard what Artificial Intelligence is as applied to other areas within this world. To clarify, this article is not a sci-fi read. But let’s take a moment to define it for the purpose of this article. Artificial Intelligence (hereafter referred to as AI) is also machine learning or intelligence demonstrated by machines. It’s when a machine can mimic cognitive functions that humans do. It’s the movie Terminator 2 becoming our reality (or close to it) when robots start to think for themselves as they continue to learn and problem solve like we do.

While AI is already happening, like an ad that you searched for on Google is now following you everywhere you go, it’s vital, if not necessary, for us to consider the importance of staying human in our technologically driven world.

Why Stay Human?

Back in 1999, Dr. Edward Hallowell wrote a thought provoking article for the Harvard Business Review called “The Human Moment At Work”. Hallowell defines the human moment as: “an authentic psychological encounter that can only happen when two people share the same physical space.” In 1999, Dr. Hallowell gave this a name because he felt it was starting to disappear from (back then) “modern” life. The fact is, Hallowell was onto something. The Human Moment has two prerequisites:

1. Physical presence

2. Emotional and intellectual attention

Think about this for a second: although you may be physically present with your co-workers each day, you’re likely not emotionally and intellectually connected as often as you think. Dr. Hallowell’s analogy states: “You could sit shoulder-to-shoulder with someone on a long-haul flight, and not share one human moment with them, unless you look them in the eye, and engage in some sort of conversation.” A human moment can be businesslike and brief. People begin to think in new and creative ways after just 5 minutes of face-to-face interaction.

When the human moment disappears, our brains replace it with worry. Technology (for example, email, texting, slack, chatbots) remove the cues: body language, facial expressions, and tone of voice-- that are necessary to lessen the gravity of worry. Here’s the science: positive human-to-human contact reduces the levels of the stress hormones epinephrine, norepinephrine and cortisol. In addition, hormones that promote trust and bonding rise. These are oxytocin and vasopressin. These trust hormones are present when we feel empathy for another human. And in the absence of human connection, they are suppressed.

The Human Moment and AI

First of all, people need human contact to survive. If that’s not enough, we need human contact for mental acuity and emotional well-being. Our work habits can actually diminish our brains performance if it’s not varied. Our brains are fueled by rest and human contact. Without this fuel, we do not operate at our peak.

In Jeanne Meister’s thought provoking and informative November 2017 article in Forbes Magazine, “The Future of Work: How AI Will Transform the Employee Experience”, she describes specifically, the presence of chatbots in HR Systems, are “revolutionizing candidate and employee experience”. The presence of AI in HR systems is real. AI provides employees with quick answers and easy access to the mundane and the complex. It’s changing the way HR professionals operate in their space.

So, why the cautionary tone?

Performing human-like tasks is not the equivalent of being human. We cannot connect with a chatbot.

Beware the Failure to Flex

An employee who grows accustomed to asking the HR chatbot questions, stops flexing their brain after a while. It’s like going to your bank and using the ATM machine. It’s easy. You don’t need to “think” about it. This is awesome because it is convenient, quick and efficient. It gives me more time to go out and spend my money. However, the less we need to “think” about something, the more likely it is for the brain to effectively shut down that particular pathway, diminishing mental acuity. This is where the human moment comes in again. Without the fuel of human interaction, there is no fulfillment. There is no transformational experience. We are not operating at our peak. We are not flexing. Without flex, we no longer create. And by no longer creating, there will be less innovation (our brains get lazy). And without innovation, well, there’s no business.

The suggestion here is not to say “avoid AI at all costs.” Rather, let’s think of ways we can embrace AI (the same way we’ve embraced our ATM machine), and leverage our opportunity for Human Moments because of it.

Four Ways to Stay Human

Here’s how we can create Human Moments in an AI Era.

1. AI in HR means more time.More time for real human interaction. If I am no longer answering questions about payroll and vacation status, then I have an opportunity for a meaningful 1:1 connection with an employee.

2. Make mental wellness your #1 priority.Pay close attention to the anxiety levels among your employees. If you’re noticing a spike, it’s likely because there hasn’t been enough human interaction.

3. Focus on purpose and meaning.The ever-growing presence of AI means less opportunity to feel connected emotionally to the work we do. Take the time to have employees discover their personal values and strengths. Create opportunities for them to align their purpose with that of their organizations.

4. Create opportunities for employees to flex their creativity.Designate quarterly design days, challenges, and friendly competitions. Integrate more play and fun into the workplace to activate our brain in varied and unpredictable ways.