The Connected Leadership Podcast: 'Is AI Going to Replace Humans' Ben Afia

With the rapid rise of AI, Andy Lopata asks his guest Ben Afia, if AI is going to replace humans and just how human are our connections in business now. Ben was a brand strategist for Boots and has worked with companies to build their brands and help them express themselves. There are distinct practical advantages to the use of AI; bringing data together, summarising meeting notes, marketing, generating ideas for copy and headlines. It is exciting and extraordinary to see what can be done, but it is still early days. The question is whether AI can develop empathy, sympathy with human emotions or reflect values, because at the moment there is a lack of humanity and the human aspect of communication with employees and with customer service is so important. Initially AI can be an assistant, an adjunct to a person doing a job Andy and Ben go on to discuss whether we have a problem with organisations appearing to be human to their customers. Is this a problem of scale and the development of silos as businesses grow? Being driven by numbers and targets internally affects the relationships we build. This is a problem facing leaders who need to change direction and ensure that their employees feel safe, feel looked after, feel supported and this will translate into improved customer service.