Technology doesn't replace people, it elevates them.
Whether AI replaces people or elevates them, and where a human in the loop still matters most.
Some people ask me the same nervous question about AI. “Is this going to replace my people?”
Don’t get me wrong, some tasks are going away. The manual order entry, the copy and paste between systems, the repetitive retypes the same quote, looking between systems for data. That work should go away as it doesn’t add value and your customer isn’t willing to pay for your inefficiency.
But the rep who used to spend an hour digging for account history now walks into the call already knowing it. Technology doesn’t replace people, it elevates them. The good ones get to spend their time on the part only a person can do. The judgment, the relationship, the read on what the customer is not saying.
AI works best with a human in the loop who catches what it got wrong. Cut too deep and you lose the person who would have caught it.
The new ‘gold’ in this digital workforce is DISCERNMENT and TASTE. Those are both human components that can not be replaced (yet).