Today, we are mostly hearing the worst cases for AI, and some of them are valid. But I can’t help but reflect on most of the technology breakthroughs that have happened over the years—especially the ones I’ve experienced in my lifetime—and spend time thinking about what will come of it.
I think we’re moving toward a world where every business, and eventually every individual, has a network of AI specialists working alongside them. Working for them.
These specialists will handle logistics, repetitive work, and efficiently process large amounts of information so humans can spend more time doing the things that humans actually value: building trust and creating relationships.
Ironically, I think human-to-human interaction becomes stronger in the future, and more valuable in an AI world.
That’s the future I’m fighting for and running to.
The work still has to get done
There will always be work that still has to get done.
Every business has work that matters but doesn’t receive consistent attention.
Someone has to answer the call and answer the same questions. Someone has to follow up with the customer who received a quote and got busy with something else. Someone has to gather updates, move information between systems, summarize what happened, and make sure the next person knows what to do.
When that work falls back on people, it competes with the work only a person can do and that people appreciate the most.
Too many people spend time chasing information instead of making connections. The salesperson spends time updating records instead of talking to customers. The receptionist spends time routing repetitive questions instead of helping the person with the unusual problem.
AI creates value by protecting the time the relationship requires.
The opportunity is to move logistical work out of the way so people can be present with each other. To work on the future.
Trust becomes the scarce thing
As it becomes easier to generate words, images, websites, reports, and answers, simply producing something will become less impressive.
Knowing who to trust and who to spend time with will matter more.
Customers will still want someone who understands the stakes. They will still want personal experience, judgment, and personal wisdom. They will still want a person who can listen, take responsibility, and make a plan when the normal process and plans do not fit.
AI specialists can process information, keep the routines maintained, and make sure the task that nobody wants to do is getting done. And that’s when we can show up when being human matters most.
One of the best uses of AI is creating more room for people
The question I keep coming back to is, “What can this take off a person’s plate so that person can spend more time doing what customers actually value?”
If we build it that way, AI does not make a business less human.
It gives us humans in business more room and time to connect to more humans.
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