Why does human touch matter even more in the age of AI? | Jimmy Mathew | GM & Head – HR & Company Secretary | South Indian Bank
Not long ago, Artificial Intelligence felt like something out of a movie. Today, it’s a part of our daily lives – and often we don’t even realise it. It’s transforming industries, making every process efficient. From banking apps to data crunching, AI is revolutionising how work gets done—automating routine tasks, reducing redundancy and improving decision-making, while simultaneously flagging frauds and personalising services.
But one important question remains: Does it make the need for human touch negligible?
Surprisingly, the need for human touch becomes indispensable with every level of AI intervention. Human intervention offers empathy, creativity, and intuition, which brings in loyalty.
AI is impressive, but it’s not empathetic – let’s know its limits
AI can process massive volumes of data in seconds, analyse trends, spot anomalies, and suggest accurate actions. In operations and analytics, it’s not just an effective tool – it’s a transformation that makes every process efficient.
However, AI understands patterns, not people. It can simulate politeness, but can’t genuinely show care. It can answer a question, but it cannot feel the weight behind it. The intent isn’t to choose between technology and people—it’s to amalgamate the best of both worlds. Use technology to amplify what people do best. AI works mainly on data and algorithms, but it lacks human ethics, empathy and moral reasoning. Critical decisions in areas like hiring, health care etc. require fairness, compassion, and contextual understanding. Even though AI is good at processing and identifying patterns, it lacks ethical discernment and contextual understanding.
Picture this: A customer relationship manager walks into a meeting already equipped with AI-powered tools to gain insight into a client’s needs and preferences. AI will help the manager make the interaction smarter, but it is the human who will earn the trust, offer advice, and strengthen the connection. Even HR professionals can use AI for faster hiring, smarter analytics and streamlined workflows. However, when it comes to mentoring that newly hired employee, it needs a head and a heart.
In high-stakes moments like applying for a home loan, planning for retirement, or facing unexpected financial setbacks, what often tips the scales is how people feel about a particular decision. Despite the calculations, often decisions are made when customers find a particular action reassuring because of the service provider’s empathetic attitude. AI play a supporting role in ensuring consistency and reducing human error. However, to build trust, it needs people to show up!
Building a future with AI and human touch
One of the biggest challenges AI faces is ambiguity. In the present world, AI is a silent force powering much of everyday life. It is transforming industries, automating work and resolving decision-making. This is where human judgment becomes important. Under such streamlined operations and processes, human dependency can bring in a personalised experience. When someone is going through a tough time—maybe they’ve lost a job, or are trying to recover from financial hardship—a strict, data-based decision might not tell the full story. People can weigh multiple factors, consider intent, and find compassionate solutions.
In a world full of complexity, humans bring the sensitivity and wisdom that AI simply can’t replicate.
Organizations embracing AI hold a powerful opportunity to build a culture that values both intelligence and empathy. It’s not just about adopting new tools—it’s about embracing a new mindset. When employees feel seen, supported, and valued as people, not just performers, they pass that feeling on to customers and clients. The ripple effect is real.
Blended intelligence: the best of both worlds
The future isn’t AI versus humans, but AI collaborating with humans. AI handles the routine while humans can handle the relationships. Together, they create something far more powerful than each alone. AI is a powerful tool, but it can give the best when it is paired with human judgement.
As the next breakthrough comes in, the world gets more automated, and it’s easy to get caught up in the chase. However, despite the intelligence of our systems, what truly sets great service apart is the human mind and heart behind it. Technology may process, but humans bring in the purpose, empathy, and trust. The human touch isn’t going out of style. Instead, it’s becoming our most valuable asset.