Nathan Rice: When Intelligence Becomes Artificial, Recognizing the Limitations of AI

In his latest Forbes article, President of Energy CX, Nathan Rice, shares his thoughts on the role AI and automation should have in every business. Although rapid technology growth presents opportunities to streamline workflows, prevent mistakes and optimize operations, like any function, AI has its limitations.

With the rapid growth of AI, companies that don’t take advantage of new technology and automation could fall behind. Determining how these new tools can be implemented into your business is essential to using them successfully. In the article, Rice discusses why automation should be used as a tool, but not as a replacement for customer experience. Businesses that replace the human element of genuine connections with automation risk forfeiting developing meaningful customer relationships. In order to prevent this, Rice suggests that each business build an Automation Code of Ethics that will guide how new technology can be implemented.

While automation is a cornerstone of productivity, building trust remains a uniquely human skill. Rice emphasizes that even though communication requires extra effort, the rewards businesses will see from building lasting customer relationships and building trust will be extremely valuable. “The future of leadership isn’t human versus AI.” Rice says, “It’s human, powered by AI. It’s automation with a heartbeat. And that’s how you keep your business alive.”

You can read the full article here. ​