Why The Human Touch Matters Even More In The Age Of AI? | Trupti Oak | VP – People Management and Talent Acquisition | LS Digital)
AI, that’s Artificial Intelligence, let’s not ignore the word ‘Artificial.’ As the name suggests, it lacks emotional quotient. While AI systems can perform tasks with remarkable speed and accuracy, it is the human touch that makes interactions meaningful and memorable by including the emotions in your communications.
As technology advances, the significance of human touch—our emotions, empathy, creativity, and ethical judgement—becomes even more critical. These are the very traits that make us irreplaceably human, and today, their value is amplified in a world increasingly driven by algorithms. AI, for all its brilliance, remains a tool that enhances human capabilities, but human intuition and judgement are essential for effective decision-making.
In the age of AI, human oversight is crucial, especially when it comes to significant decisions influenced by technology. Ethical decision-making processes require human intervention to ensure fairness, transparency, and accountability. Algorithms may process data, but humans provide context and moral considerations. There have already been instances where AI systems have exhibited bias due to flawed data sets, further emphasising the need for human oversight. Without human intervention, the risk of propagating stereotypes and making unfair decisions increases.
Creativity and innovation are inherently human strengths. The greatest technological advancements, from the invention of the internet to the creation of electric cars, were fuelled by human ingenuity. AI can serve as a powerful tool to enhance these efforts, but it cannot replicate the spark of inspiration that leads to groundbreaking ideas. It is human curiosity, imagination, and the relentless pursuit of improvement that drive progress. AI can assist in data analysis and pattern recognition, but the ability to think beyond the obvious and challenge the status quo remains a distinctly human trait.
As AI takes over repetitive and mundane tasks, human relationships and interactions become even more valuable. Social connections are essential for mental and emotional well-being. Numerous studies highlight that face-to-face interactions reduce stress, increase happiness, and foster a sense of belonging. In an era where remote work is becoming the norm, facilitated by AI-driven tools, maintaining human connection is more challenging yet more important than ever. Regular team meetings, in-person check-ins, and informal conversations help build trust and camaraderie.
While AI chatbots can engage in conversation, they lack true empathy and an understanding of human emotions. AI-driven mental health apps may offer valuable resources, but they cannot replace the warmth of a compassionate human interaction. A therapist, for example, provides not only advice but also an emotional connection that fosters healing. Similarly, in education, AI-powered learning platforms can personalise lessons, but the encouragement, mentorship, and inspiration provided by a human teacher are irreplaceable.
In customer service, AI chatbots efficiently handle inquiries, yet customers often feel frustrated when dealing with automated systems that lack flexibility and understanding. A human representative can read subtle cues in a customer’s tone, adapt to their emotions, and provide reassurance in ways that AI cannot. This emotional intelligence is crucial in industries where trust and relationships are foundational, such as healthcare, counselling, and social work.
In the workplace, AI may enhance productivity, but team dynamics, leadership, and workplace culture thrive on human interactions. Effective leadership requires empathy, motivation, and the ability to resolve conflicts, qualities that AI lacks. Leaders who inspire, mentor, and support their teams create environments where employees feel valued and motivated. Additionally, human-led training and development programmes foster skills, nurture talent, and build the next generation of leaders.
Employee well-being and mental health are increasingly prioritised at today’s workplaces. While AI tools can assist in monitoring employee satisfaction, it is human managers who provide genuine support, understanding, and encouragement during challenging times. AI might highlight productivity dips, but only a human can understand the personal challenges an employee might be facing and offer the right support.
The role of HR in this AI-driven era is more critical than ever. HR professionals are not just recruiters or policy enforcers; they are the custodians of workplace culture, employee engagement, and organisational values. As AI takes on administrative tasks, HR must focus on fostering human connections, ensuring ethical practices, and promoting a culture of empathy and inclusion. They must also champion diversity, equity, and inclusion, areas where human judgement and sensitivity are paramount.
Emotional intelligence, creativity, ethical judgement, and genuine human connections remain at the core of our society. AI enhances our lives without diminishing what makes us truly human. The future lies in a harmonious blend where AI supports human efforts, but the human touch remains the soul of every interaction and decision. As we embrace AI, let us not forget that our humanity is our greatest asset, and it is this human touch that will define our success in the digital age.
Lastly, the evolution of AI presents an opportunity for continuous learning. Humans must adapt, upskill, and evolve alongside technology. This growth is not merely technical but also emotional and social, reinforcing the importance of human qualities in an AI-augmented world. Investing in these qualities will ensure that organisations thrive, employees remain engaged, and society benefits from the best of both worlds, technological efficiency and human warmth.
“In a world of metrics and automation, it’s human emotions, compassion, and a personal touch that truly define an exceptional workplace.” – Trupti Oak.