Understanding how software and humans each provide separate vital and unique value
The Present Day Blessing
What do hard labor, entertainment, intelligence, and minimum wage jobs all have in common? The similarity lies in the tremendous technological advancements each of these has experienced over the past century. Humanity has successfully incorporated technology into every aspect of life, furthering our human capabilities.
What started as the utilization of, modern-day basic physics has become an innovative and thriving conglomerate of ML, AI, robotics, and more. We are left wondering if there is a need for human intervention at all. Can our intellect, communication and emotions be completely replaced by automated software?
Finding The Prized Employee
Every organization evaluates the strategy of replacing emotionally intelligent humans for the cheaper and error-reducing alternative, software. As the CEO of a company that provides both technological and operational services to my clients; I am constantly evaluating the pros and cons of artificial and human intelligence. I believe there are unique factors the “human touch” provides, that is currently irreplaceable.
Clarifying Artificial vs Human Intelligence
Intelligence, from a simplistic approach, is collecting information. We have advanced to the era where software can abstract, evaluate, match data, and even learn autonomously. As this technology strengthens, it is replacing current human jobs. There are still areas that humans outdo software at, for example, “outside of the box” thinking and other creativity-based perspectives. Our brain is a miraculous and complex tool. It consistently disproves the “you can’t make something from nothing” statement. We do not fully understand how thoughts are created. How then can you code a computer to be creative and imaginative? After comparing the strengths between humans and computers, it seems obvious that currently, computers have the advantage in mathematical and logical calculations, while humans remain champions of the creative aspects. Whether in the future creativity can be broken down into readable instructions for AI and ML computations, is a question we are eagerly awaiting an answer to.
Systemizing The Human Emotion
The emotional factor is a human aspect that has yet to be translated into machine languages. It is an enormous obstacle to overcome. Humans which include the programmers struggle with determining emotional outcomes. Mastering human emotions seem to be an impossible feat, yet there are those that seem to understand people significantly more than average.
Shmulik Tura is the COO for OptiCity. A prominent figure in the transportation industry, he is an invaluable asset. What makes him so prized is his emotional intelligence. His ability to understand and communicate in the most charismatic way makes him the perfect appeal for businesses interested in adding a human touch.
How is it that Shmulik is so charismatic? Can we understand the behind-the-scenes of how his brain works? Can we see, track, test results, and then label specific instructions that software can understand?
We are still far from a concrete answer. The ‘human touch’ is an essential part of business, specifically regarding customer service and sales. Immeasurable and difficult to describe, it is often overlooked by programmers dealing with UX and UI who are strongly data-oriented. This has had terrible results for companies who tried to reduce their workforce to zero and go completely autonomous. It is a disaster. People like talking to people even at a higher cost. The famous quote is “people don’t buy the products you create; they buy the stories you tell.” The emotional connection is a crucial element that cannot and should not be replaced.
Evaluate The True Value Each Employee Brings
In summary, the advancement of technology is impressive and a must but will never truly be able to replace human capabilities. The creative and emotional intelligence can be mirrored but not replicated. The ability to make emotionally based choices or to self-realize when there should be an exception to a rule is a technological paradox. I recommend, having the software do all the grunt work, collect data, calculate, and assess as well as advice; while a human manager looks over everything, using all the information available to him they should assist each other to figure out the best step forward.
Before you exchange software for a human or vice versa, take the time to consider the full value each of them presents. An industry that could derive true benefit, from understanding the perfect blend, is transportation. The requirement for human interaction combined with the complex logistical needs, demands the precise balance of humans and software. Leaving companies requiring transportation services with the option of; trying to guess the correct measures of each of hiring multiple companies to stay on top of it all.
For a great example, talk to us about how Shmulik and OptiCity have offered a combined solution in their service.