Between You and AI

Augment AI’s efficiency with your uniquely human capabilities.

A report from Accenture estimates that AI tools such as ChatGPT could soon automate more than 30% of work in the United States. Some industries — such as insurance — could automate more than 50% of their labor. But using AI to automate routine tasks means you’re only keeping up with the competition — not getting ahead. To differentiate yourself and your organization, use AI to augment your uniquely human skills. For example, say you use AI to analyze data and find patterns in customer choices; you can then explain those patterns using narratives that hold meaning for your audiences. Apply your intuition and experience to discern why trends are changing. Respond to people’s emotions and build relationships with team members as you collaborate to solve problems.

In 1997, IBM’s Deep Blue beat then-undefeated Chess champion Garry Kasparov. In the aftermath of his loss, Kasparov began playing Advanced Chess, in which human players collaborate with an AI. Players consider AI’s advice and intervene with their own strategies.

The online bank Nubank takes a similar approach: providing customer service employees...