Advanced technology and relevance of the human touch

A recent report by PWC highlighted that while 37% are worried about automation putting jobs at risk, 73% think that technology can never replace the human mind

Technology is taking over every industry at a rapid pace, and changing the way we work. From AI-powered chatbots that take over the customer experience (CX) space to data analysis, which, in turn, help businesses optimise operations, technology has penetrated into every other area. Seemingly, it is here to stay.

Against this backdrop, an important question looms: Will advanced technology replace human effort?

Talking to Bizz Buzz, Gaurav Juneja, CRO of Kapture CX, says, “Advanced technology like AI and automation has greatly improved customer service by making the execution part faster and more precise. These tools can predict what customers need and handle simple tasks quickly, freeing up time to attend to equally critical issues.”

However, the human touch is still very important. Although, technology can do a lot, it can't replace the empathy and understanding that people bring. Customers still need real human interactions for solving complex problems and feeling truly cared for, he said.

A recent report by PWC titled “Workforce of the future: The competing forces shaping 2030” has highlighted that while 37% are worried about automation putting jobs at risk, 73% think that technology can never replace the human mind.

Gaurav Juneja falls in the latter group. He adds, “At Kapture CX, we combine the best of both worlds. We use advanced technology to help us be more efficient, but we also make sure that our customers always have access to real people when they need them. This way, we can provide the best possible service on either count. In short, while technology makes many things better, the human touch is still crucial for customer service."

Many new technologies, especially AI, have in fact helped scale up businesses by augmenting human effort, not replacing them. A case in point is OnGrid, a background verification platform, whose employees have leveraged such technologies to make their work more efficient.

“Advanced technologies like AI will play a significant role in HR processes, be it recruitment, onboarding or background verification of new employees. At OnGrid, we are seeing the benefits of AI in background checks, which can make the verification process faster, more automated and even more accurate. Things that were not feasible at a certain cost structure have become possible now. Thus, we are able to deliver more value to our clients at a much lesser cost,” says Piyush Peshwani, co-founder and CEO of OnGrid.

However, he is quick to point out that AI may not be able to achieve certain aspects of HR operations and processes in the short to medium term.

“These aspects, related to the human touch, remain irreplaceable. Technology can enhance processes and provide valuable data insights, but it cannot replicate empathy, understanding and personal connections. The role of HR professionals in fostering a positive workplace culture, resolving conflicts, and supporting employees through personal and professional challenges has become more important than ever,” he explained, underlining the importance of human connection to foster a good working environment.

Gaurav also believes that AI cannot replicate the ethical considerations and nuances involved in HR decisions requiring a human perspective.

While technology will continue to get upgraded with each passing day, it does not mean that the human element can be wiped off completely. Balancing technology with human judgement ensures that decisions are fair, unbiased, and considerate of individual circumstances. Human beings’ capacity for being empathetic and creative is unique.

After all, it is man who has modelled the machine, not the other way around. The strengths of both humans and technological innovations are required for building a strong and productive future.