Artificial intelligence is now a part of our daily lives, and most of us use and encounter artificial intelligence without even thinking about it. We ask Alexa to play music or check a recipe, Siri organizes our calendars, and Facebook, Instagram and X use this technology to decide which social media posts or ads to show us.
The development of accessible tools such as ChatGPT has also led to the integration of artificial intelligence into the workplace. AI’s ability to analyze large amounts of data and recognize patterns allows it to mimic human function and problem solve, reason, learn, perceive, and perform daily executive tasks. Understandably, this has led to concerns about the potential to exceed human capacity in some areas.
AI may be capable of creating images and text, recruiting, predicting trends, and making financial decisions, but it’s important to remember its limitations. While technology will undoubtedly bring a wealth of support and capabilities to our workplaces, it is crucial to understand that it will not completely replace humans, at least for now.
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Something essential to almost every job is still missing: the human touch.
Artificial intelligence cannot empathize
“AI is a great tool to help with data analysis and automation, but it lacks true empathy and practical common sense in various aspects of work and life,” says career expert Deirdre Orr. “The ability to understand emotions, navigate complex social dynamics, and make nuanced decisions based on context and experience differentiates humans in ways that AI cannot fully replicate.”
Empathy, the ability to see and appreciate another person’s point of view, is a powerful tool. Research suggests that the feeling and expression of genuine empathy has far-reaching effects on our personal and professional lives and is linked to better physical health, maintenance of cognitive function, happiness, resilience, resistance to burnout, and better relationships.
It has also been associated with professional success, rewarding the idea of ’looking number one’. A 14-year study from the University of California-Berkeley’s Haas School of Business found that those who are generous and tolerant are more likely to be promoted to a position of power.
Empathy can also increase sales and investment opportunities; because being empathetic can help people better understand the motivations of customers, clients, and investors.
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“Empathy and common sense are invaluable assets in the workplace, each offering very unique qualities that AI cannot replicate,” says Orr. “They improve collaboration, reduce conflict and increase employee engagement. Moreover, these qualities encourage innovation, improve customer relations and help make the right decisions.”
Essentially, empathy softens negative emotions; This is something that artificial intelligence cannot do. Of course, this is less important if all jobs were to become automated overnight, but research shows this is unlikely to happen anytime soon.
Artificial intelligence at work
While new technology is likely to disrupt our workplaces, it will do so by taking over our admin-heavy roles rather than replacing us entirely. A recent MIT study found that this is partly because AI is too expensive.
There are jobs where empathy is even more important. Artificial Intelligence is making significant advances in healthcare, from diagnosis to treatment to research. It has been rightly hailed as a game-changer, but its lack of ability to empathize is its Achilles heel. In healthcare, and especially mental healthcare, the ability to empathize and connect with the patient on a personal, human level is crucial.
For people in distress, human connections and meaningful relationships are essential components of recovery; so much so that compassion is an irreplaceable part of a therapeutic relationship. Establishing an empathetic connection with a doctor, nurse, or therapist builds trust, which can encourage adherence to treatments and help patients cope with difficult diagnoses. This is something that AI cannot replicate, and even if we created technology that mimics empathy and compassion, this would raise serious ethical issues.
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Orr adds that there are other problems with over-reliance on AI. “This is limited when it comes to actual ethical decision-making in the workplace,” he explains. “Moral judgment comes from within the human, so when it comes time to fully evaluate a situation and make a complex decision, it will be very difficult for AI to provide a fair, ethical and unbiased response.”
A good example of this is discrimination in hiring. AI can screen job applications and screen applicants quickly and effectively, making the notoriously time-consuming process much easier. However, the decisions made by artificial intelligence are shaped according to the first data it receives. So if the underlying data is unfair, skewed, or discriminatory, the resulting algorithms can perpetuate bias and potentially contribute to widespread inequality.
“AI cannot replicate or manipulate the complex nuances of various human aspects in the workplace,” says Orr. “Also, AI is quite limited when it comes to customer service. “They can understand the simplest commands and requests, but AI bots really struggle to deliver the personalized touch needed to deliver exemplary customer service to employees, clients, and customers.”
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