Artificial intelligence, while once considered a thing of the future, has now become a part of our everyday lives with its use becoming more and more prevalent in the workplace.
In a world that is becoming increasingly automated, there are concerns about the future of employment in some industries. Undoubtedly, the use of AI has benefits for businesses, in terms of efficiency, productivity, innovation, cost reduction, etc. It must be acknowledged however, that AI also has its limits. For employers, while AI is a useful tool in terms of automation, productivity and efficiency, equally important are human-focused skills which cannot be replicated by AI generated technologies. AI systems while extremely advanced, cannot operate without human input, and are unable to make decisions independently. Not only does AI pose the risk of using inaccurate or outdated data, AI is unable to process human emotions, and so cannot exercise judgement or discretion the same as humans can.
While there is no denying the sudden growth in the use of AI on one hand, there is also an increasing value being placed on human-focused skills in the workforce. AI is undoubtedly an extremely useful tool, however, it cannot in all instances replace human interaction and interpretation. It is therefore best utilised as a tool to assist humans in carrying out their duties, rather than by replacing them altogether.
There has certainly been a shift in focus with employers now prioritising transferable soft skills, such as people skills over hard-skills when considering job candidates. Such human-focused skills which are sought by employers include:
- Communication – Communication skills include verbal and written communication, as well as active listening and the ability to provide feedback in a structured and meaningful way. Strong communication skills are necessary for collaborating with colleagues, engaging with clients and networking.
- Relationship building – Relationship building is essential for creating a positive work environment, a culture of teamwork and ensuring customer/ client satisfaction. Employees must be able to build and maintain positive relationships with others, including colleagues, clients and customers. We have all experienced the frustration of dealing with chatbots from a customer point of view. There is something about actual human interaction, which creates a positive experience, and makes a customer feel valued. Strong relationship skills will build stronger teams and a greater work culture amongst the team internally and also builds brand loyalty with customers/clients.
- Problem solving – Problem solving skills are key to any business. Employers seek candidates that demonstrate their ability to adapt to any given situation and overcome any challenges that may arise. Employers value creativity and innovation, in particular employees that can think outside the box and have a solution focused mindset.
- Emotional intelligence – Emotional intelligence includes self-awareness, empathy and social skills.
- Critical thinking – The ability to analyse information and critically assess a situation, in order to make rational and strategic decisions.
- Discretion in decision making – In the real world, situations are often not just black or white. In a number of areas decision making cannot be based solely on meeting certain criteria, and there is need for human input to exercise discretion. Take for example the recruitment process. AI tools may be used for candidate screening and selection, to filter out and shortlist applicants. In doing so, organisations pose the risk of missing a potentially strong candidate.
While in many instances the use of AI can streamline processes and improve efficiency, it cannot replicate these human skills. AI is most beneficial when used in conjunction with human input and interaction, rather than instead of. Employers are therefore placing a greater value on such skills when looking to the future. Such skills are critical in ensuring a positive work culture within a business and ensuring customer satisfaction and repeat business from customers and clients. It is important therefore that employees can demonstrate that they possess these human focused skills which will continue to add value to organisations as we progress into the world of AI.