The Impact of Automation on Human-Centric Jobs

In today's world, artificial intelligence (AI) has made its way into almost every workplace and job role, from customer service to healthcare, even down to those little pop-up helpers we encounter when copying and pasting text. While this can sometimes be helpful, it can also undermine what sociologist Allison J. Pugh from Johns Hopkins University refers to as "connective work" in her book, _The Last Human Job_. This type of work is all about understanding and connecting with others, which is crucial in many fields, including healthcare, education, law, entertainment, and even real estate and security.

The Threat to Human Connection

The essence of this work is at risk when automation takes over, making it harder for us to truly engage with others. Instead of focusing on the person in front of us, we often find ourselves collecting data about every interaction. For instance, Pugh describes a hospital chaplain who must log her patient interactions into three different systems, gathering data that doesn't necessarily help her do her job better.

The rush to automate and improve efficiency raises important questions. Pugh wonders, "Who benefits from this freedom, and what does it really mean?" The idea that AI will free us for more meaningful work is popular, yet it overlooks the reality of current economic practices. If AI handles our tasks, will employers use this opportunity to enhance our roles or cut jobs to save costs?

The Reality of AI in the Workplace

While the vision of a more connected and productive workforce is appealing, it assumes that human connections are valued. Unfortunately, this isn't always the case. Research shows that jobs involving face-to-face communication often pay less, even when skill levels are controlled. If we truly valued human connection, we wouldn't burden educators and healthcare providers with excessive data collection tasks.

Pugh's research highlights how technology, even when it works as intended, can disrupt human relationships. For example, chatbots might give inappropriate responses to sensitive issues, or companies might divide a therapist's role between an app and untrained "coaches." This division can lead to job invisibility and a disconnect from the human element.

Rethinking Technology Integration

Business leaders have a significant role in shaping their organization's culture, especially in fostering human connections. They should consider how new technologies affect these connections. Pugh suggests using a "connection criterion" to evaluate how technology impacts human interactions, not just the primary services offered.

Some leaders have successfully created cultures that prioritize connection, even when introducing new technologies. They focus on maintaining strong relationships and ensuring that technology supports, rather than replaces, human interaction.

Looking Ahead

As we navigate the future of technology in the workplace, three potential paths emerge. One involves AI handling simple tasks, leaving complex ones to humans. Another sees a divide where the wealthy receive human attention, while others rely on machines. A third path separates thinking from feeling, with machines handling the former.

The ideal future, according to Pugh, involves protecting human-centric jobs from automation's reach. We should embrace AI for its potential in fields like medicine and science but keep it away from roles that require genuine human connection. By applying a "connection criterion," we can ensure that technology enhances rather than diminishes our ability to connect with one another.