AI is remarkable - and an amazing tool. Yet humans are humans and as humans we make emotional not rational decisions by and large. People like connection to other people... those in business who forget that or neglect it shall perish while those who embrace it will thrive.
Great analysis. The most important point here is that AI failure is rarely just a technology problem.
In customer service, the issue is not whether AI can answer a question. It is whether the system knows when context matters, when trust is at risk, when a customer needs a human, and when the answer needs judgment instead of automation.
That same lesson applies in professional services. AI can make the task layer faster, but firms still need trained people who understand the work, recognize exceptions, communicate clearly, and know when to escalate.
The real advantage is not AI replacing people. It is people who are developed well enough to use AI responsibly.
We have learned something that makes this even more alarming - most vendors don’t have visibility into the engagement with AI. So they aren’t even realizing the one strike rule is churn.
Someone needs to do this for AI usage in hiring too.
At some point, when nobody good gets hired because their resumes get blocked by the AI, and as a result stop applying to jobs at companies, companies will be screwed. And all the good people will go start companies with their friends or work for a friend's company and it will go back to 1987.
AI is remarkable - and an amazing tool. Yet humans are humans and as humans we make emotional not rational decisions by and large. People like connection to other people... those in business who forget that or neglect it shall perish while those who embrace it will thrive.
Great analysis. The most important point here is that AI failure is rarely just a technology problem.
In customer service, the issue is not whether AI can answer a question. It is whether the system knows when context matters, when trust is at risk, when a customer needs a human, and when the answer needs judgment instead of automation.
That same lesson applies in professional services. AI can make the task layer faster, but firms still need trained people who understand the work, recognize exceptions, communicate clearly, and know when to escalate.
The real advantage is not AI replacing people. It is people who are developed well enough to use AI responsibly.
Great article! Thank you.
We have learned something that makes this even more alarming - most vendors don’t have visibility into the engagement with AI. So they aren’t even realizing the one strike rule is churn.
This is excellent mythbusting.
Someone needs to do this for AI usage in hiring too.
At some point, when nobody good gets hired because their resumes get blocked by the AI, and as a result stop applying to jobs at companies, companies will be screwed. And all the good people will go start companies with their friends or work for a friend's company and it will go back to 1987.