The Overlooked Side of Automation: Are We Missing the Human Touch?

In today's fast-paced world, artificial intelligence (AI) seems to be touching every corner of our work lives. From customer service to healthcare, and even those little automated pop-ups that appear when we copy and paste in a document, AI is everywhere. While these innovations can be handy, they sometimes undermine what sociologist Allison J. Pugh from Johns Hopkins University calls "connective work" in her latest book, _The Last Human Job_. This type of work is all about understanding and acknowledging others—something crucial in fields like healthcare, education, and even law and tourism.

The Human Element at Risk

The essence of connective work is at risk when automation makes it harder for us to truly engage with others. For instance, a hospital chaplain might spend more time logging interactions into multiple tracking systems than actually being present with patients. This focus on data collection over human connection raises questions about what we consider valuable work and who truly benefits from automation.

Automation: A Double-Edged Sword

There's a popular belief that AI will free us from mundane tasks, allowing us to focus on more meaningful work. But Pugh questions this optimism, pointing out that it assumes a lot about how businesses operate today. Will employers really fill our time with meaningful tasks, or will they seize the opportunity to cut jobs and reduce workforce costs?

When Technology Falls Short

There are plenty of instances where technology fails to deliver on its promises. Take chatbots, for example—they can sometimes offer inappropriate responses, like suggesting weight loss tips to someone with an eating disorder. Even when technology works as intended, it can still strain human relationships. Consider a startup using an app for cognitive-behavioral therapy, where untrained "coaches" are left to handle complex emotional issues without the proper support or recognition.

Questions Leaders Should Ask

Before integrating new technologies, leaders should consider how these changes might impact their organization's culture and the human connections within it. It's important to ask whether the technology will genuinely enhance relationships or merely replace them. A "connection criterion" could help evaluate whether a new tool will foster or hinder human interaction.

Looking Ahead: Three Possible Futures

As we look to the future, Pugh outlines three potential scenarios for AI in the workplace:

1. The Triage Model: AI handles simple tasks, leaving complex issues for humans—like when you repeatedly shout "agent!" at an automated phone system.

2. The Inequality Model: Wealthier individuals receive human attention, while others get serviced by bots—a trend already emerging.

3. The Binary Model: Separating thinking from feeling, with machines doing the thinking. While this might seem promising, it overlooks the intertwined nature of thought and emotion in human work.

Striving for an Ideal Future

The ideal future is one where we protect the human aspect of work from being overshadowed by automation. We should embrace AI for its strengths, like creating new antibiotics or predicting earthquakes, 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 human interactions. As we develop new tools, let's remember that not every problem is a nail in need of a technological hammer.