There is no doubt about it, AI will and is already changing the landscape of business and work. The technology has undoubtedly proven useful in areas like big data analytics and automation. However, at this current point in time, there are a few areas critical to business where AI simply cannot compete with the human mind …. YET.


So, what are some of these areas? Since you asked:


Customer Service

Even though AI can be used for customer service, from my experience communicating with AI is extremely frustrating when your needs deviate from the norm.

In fact, according to a recent study conducted by Forrester Research,  67% of customers prefer human interaction to automated messaging services.

When it comes to customer service, at least for the foreseeable future, companies should focus their efforts on hiring the right people and improving their processes instead of investing too much time into building an AI system.


Hiring people

robot sorting hired and fired people


Hiring someone who will solve problems creatively or lead others effectively is an extremely complex process that requires both experience and intuition on the part of the entity doing the hiring.

The advanced language models used in modern chatbots can give the impression that there is an appreciable level of cognition taking place on the part of the AI. However, most of these “discussions” are extremely brief in nature. If you, as I have, conducted a prolonged discussion with these bots (like ChatGPT), you will quickly notice the thin veal of understanding lifted and the bare underside exposed as simply a smart search engine with a clever tongue.

As of yet, there is no real understanding or thought taking place, which makes them ill-equipped to identify the characteristics like leadership, “quick-wittedness,” or creativity in humans. We still need humans who have the “eye” for identifying talented from the fast-talking post-secondary degree having masses.



Another area where humans still excel over AI is in creativity and innovation. While AI can analyze data and provide insights based on patterns and trends, it lacks the ability to think outside the box and come up with new ideas. Additionally, humans possess emotional intelligence, which allows us to connect with clients and build relationships that are necessary for success in many industries. While AI can assist in these areas, it cannot replace the human touch that is crucial for building trust and loyalty with customers.


Are you interested in the areas where AI, right now, is actually better than humans in a key area of your business? Get in touch with me to find out.