One Skill AI Can’t Replace
Unless you’ve been living under a rock, you’ve probably heard the cacophony of voices praising the wonders of artificial intelligence (AI), as well as those sounding warning bells about the existential threat this new technology poses. Just a few weeks ago, at the end of May 2023, a group of 350 executives, engineers, and researchers published a simple letter with the following warning, “Mitigating the risk of extinction from AI should be a global priority alongside other societal-scale risks such as pandemics and nuclear war”. In short, the rapid implementation of this relatively new technology is a really big deal.
For the purposes of this article, let’s narrow our focus to the potential impact of AI on the world of work. A recent article from Business Insider listed the 10 workplace roles this new technology is most likely to impact. These positions include jobs in Tech (coders, programmers, software engineers, data analysts), Media (advertising, journalism, content creation), Legal (paralegals, assistants), Market Research, Education (teachers), Finance (analysts, advisors), Graphic Design, Customer Service, Accounting, and more. This might be a somewhat shocking list when you consider the sheer number of jobs and industries that could be impacted, but I’d argue this remains a fairly conservative projection. How long for example do you imagine it will be before the computerized voice you begin with in many call centers becomes more sophisticated than simply listing a series of numbered options followed by canned answers to frequently asked questions? Will we be keener to talk to a bot for an extended period of time for example if it feels like we’re actually talking to a person? Will we be less likely to demand speaking to a (human) agent as soon as possible? Spend a few minutes thinking about how AI might influence additional fields and you’ll quickly come to realize that it has the potential to significantly impact any number of industries, as well as the demand for filling roles with people.
There’s no question that AI poses questions about how we’ll navigate its impact in the future and that it represents a pivotal milestone in technological advancement. All that said, there’s a particular skill that this technology will never be able to replace, and that’s the importance of experiencing social connection.
Humans are social creatures. We thrive on support. We need human contact to survive. Run a simple web search on the importance of social support (or dare I suggest asking Chat GPT to tell you a bit about its importance?) and you’ll get a litany of articles describing the positive impact on health when we feel highly connected to others. Even if there’s only a handful of people you like to associate with and you keep your circle tight, you still need that circle, however limited it may be. No robot friend, regardless of the level of sophistication, will ever be able to replace the inherent importance of social support.
There’s only so far that technology can go in simulating connection. I’m sure there’s a long line of engineers who would love to challenge me and suggest that in 50 years, sitting and talking with an advanced bot might be able to replace much of the socio-emotional support we need as human beings. While we might be able to get some sense of companionship from interacting with technology that has the ability to simulate empathy and support, there’s something to be said about spending time at home with a loved one, with a circle of close friends, or with a mentor, coach, or trusted colleague in the workplace.
While there will be many aspects of human to human services that can be replaced by technology, our ability to demonstrate empathy, to showcase emotional intelligence, and to build rapport through one on one connection cannot be understated. Think about it. During the pandemic, we all experienced the detrimental impact of isolation in the spring and summer of 2020. Some might argue that they were able to sustain plenty of connection through technology, particularly as it pertained to work. Then again there were widely circulated images of people talking at distance in neighborhoods or taking a chance and attending small gatherings in the early days of the pandemic when we really didn’t know how the virus worked, because we’re innately driven by a need to connect with people. The term “zoom fatigue” even became part of our daily vernacular, in part because there’s a ceiling on the level of connection you can experience when your primary contact with other people is filtered through technology.
While there’s no question that a number of industries will be impacted by artificial intelligence, the human ability to influence, inspire, support, and motivate other people will remain paramount. In fact, a recent report from the US Surgeon General presented a framework (see image) for designing workplaces that support strong mental health and wellbeing. A key component of that framework emphasizes the importance of Connection and Community. Social Support is defined as “having the networks and relationships that can offer physical and psychological help, and can mitigate feelings of loneliness and isolation” while Belonging is defined as “the feeling of being an accepted member of a group”. This essential need to experience a bond with others is not limited to things we look for at home or in our commuties. We yearn for these connections at work as well. When we feel isolated in our professional roles, our overall sense of wellbeing begins to suffer.
The modern day workplace is in a state of significant flux. While AI is sure to rapidly revolutionize the way we work, we continue to experience residual impact on workplace cultures from the pandemic. While a number of organizations have embraced and continue to sustain a hybrid or remote heavy office environment, others have (or are in the process of) requiring people to return to office settings. There’s an ongoing debate on what the ideal arrangement is as it pertains to in-person, hybrid, or fully remote. To be fair, the variable of preference is likely at play here. There’s something to be said though about the efficiency of reducing the daily commute. According to Jim Harter of the Gallup organization, the average daily commute in 2019 was approximately one hour total factoring in the drive to and from work. Think about that in the framework of a full year. If you’re spending an hour in the car to get to and from work each day, it adds up to 29 lost work days every year. Take that times X number of employees and the total lost hours of productivity starts to accumulate fast. The average daily commute has reduced since then, influenced heavily by the number of organizations still relying on hybrid or remote setups, but how that continues to change over the next decade remains to be seen.
As the modern day workplace continues to evolve based on the impact of artificial intelligence as well as variable workplace arrangements ranging from fully in person to fully remote, there’s a critical skill that will continue to be paramount. Individuals who demonstrate an ability to develop leaders who can foster a sense of connection amongst others will become increasingly valuable. Managers gifted with strong interpersonal skills have a unique ability to make team members feel as though they’re a part of something bigger than themselves. They will not shy away from the opportunity to help members of their team feel connected, regardless of if their team is all in one location, or spread throughout several countries. As we continue to adapt to a rapidly evolving workplace, leaders with exceptional emotional intelligence will be in high demand. Want to future proof your career? Start leaning into developing that emotional intelligence, because the value of supporting, motivating, and leading others isn’t going away anytime soon.
Additional Reading
NPR - Experts Issue a Dire Warning about AI and Encourge Limits Be Imposed
US Department of Health and Human Services - Workplace Wellbeing
Business Insider - Here's a list of major companies requiring employees to return to the office
