We’re entering an age of “artificial intelligence”, where computers are combining instant access to vast amounts of information with logic and decision capacity that mimics the human brain. You may have already experienced AI in your life and work. Perhaps you’ve asked a question of ChatGPT or another online AI resource, or had AI draw you a picture, or write a summary, or do an advanced web search. At a deeper level, AI promises a level of interaction directly with people. Maybe you’ve received a sales call on the phone and spoken with an AI bot, and not even have known it.
A bot is an automated software application which can perform repetitive and interactive tasks that people don’t like to do—like making phone calls, taking orders, and collecting information. When you order something online, or answer a telephone survey, or chat with a company’s customer service, chances are you are dealing with a bot at some point along the way. Some bots are simple and recognizable—“Please listen to the entire recording as our menu options have changed. Dial 1 for technical support…” This is the simplest kind of bot. But as AI gets more sophisticated, you’ll be less likely to recognize when you’re talking to a machine versus a person, and those interactions will probably become more efficient over time.
Imagine a fast-food drive through. As you pull up, a camera scans your license plate and looks at your order history. “May I take your order, Mr. Smith?” the voice box asks. “Would you like the bacon cheeseburger meal again today?” A little order history data, a camera that recognizes your car and face, and it all seems like much more personal interaction. We’re quickly near an age where phone conversations, fast food orders, prescription refills, instructions at the home store—all of these can be largely accomplished by AI bots. The interactions will be relatively smooth and natural and you’ll not be bothered by them at all. What, then, are the differences and limits of AI bots, and why is a leader’s interaction more important and many cases?
Programming versus perception. Bots only act on their programming. If a bot hasn’t been programmed to recognize stressed language, then it will simply ignore it, or take what is said at “face value”. Leaders, though, have the gift of perception—the ability to read complex body language and vocal cues, and to know the emotional history and condition of the person they are conversing with. While bot conversations are getting more complex and natural, they lack the relational richness possible through human interaction. Everyone has had the experience of someone asking, “How are you?” and responding “I’m fine.” But we all know as humans that the way you say “I’m fine” will indicate to a discerning listener whether or not you’re really okay. A bot interates, while a leader interprets.
Perception also includes the spiritual facet of discernment—which is good judgment based on spiritual guidance and understanding. A bot cannot, for instance, know if a decision is a godly one, or if the person it is talking to is hopeful or overwhelmed. Though some emotions can be conveyed through language and tone, perception is a uniquely human quality that is more significant than programming currently is capable of.
Responses versus relationships. AI bots are designed to help accomplish a task. Some simply take you to the right department, or gather needed demographic information. The best bots might diagnose a condition or problem based on a series of probing questions—“Are you experiencing pain in your abdomen? On a scale of 1 to 10, how acute is the pain?”, etc. In line with their programming, they’re designed to go through a series of steps to get from start to finish. A leader, on the other hand, can have a conversation for no reason at all, other than one’s interest in the other person. “What has your day been like? How is Cindy doing with her graduate studies?” You’ll never walk away from a conversation with a bot thinking, “Now they really know me.”
We cannot yet teach an AI bot the pleasure of a relationship. No matter how sophisticated the programming, we don’t yet have the capacity to have a machine understand the meaning of a relationship, because we cannot translate the most basic of human emotions into a device. Emotion is an instinctive state of the mind, based on mood, circumstances or relationships with others. Even the most sophisticated bots can only mimic emotions versus actually possess them. Then there’s your history—the growth of a relationship over time. Though a bot might be able to remember every action they have with you, they don’t know how to assign an emotional connection to that knowledge. A bot remembers, but a leader can reminisce. A leader can prioritize a relationship over other factors.
Intelligence versus intellect. Intelligence is simply the ability to gather and apply knowledge. At a sophisticated level, this is possible within a computer system. Artificial Intelligence (AI) isn’t just a buzzword—it is truly a useful tool that is coming into its own. Intellect, though, is another matter altogether. Can an AI reason objectively, especially with regard to abstract matters?
Intellect is especially shown in a leader’s emotional intelligence. Can a bot, for instance, read the room, and know larger social cues from an entire group of people at once? Or can a bot determine a person’s level of wisdom on a subject based on a string of conversations with them? Spiritually too, a leader may exercise discernment with respect to matters of intellect. That is, he has a sense of sound judgment. We cannot yet trail bots to “connect the dots” for these more individualized matters. A bot decides, while a leader determines.
While a bot cannot lead, what it can do is perform many delegated tasks that take pressure off the leader, and focus his decision making, relationship building and intellect on areas of greater importance. The great science fiction writer Isaac Asimov postulated that robots would become humanity’s servants, taking on the majority of basic tasks, from household to mechanical jobs to civic duties, allowing people to prioritize their interactions with one another. As leaders in this season of bot development, we should focus on building skills and experience in areas like perception, relationships, intellection, emotional intelligence, discernment and sound judgment, where our value is still greatly beyond the capacity of artificial intelligence.
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A bot is an automated software application which can perform repetitive and interactive tasks that people don’t like to do—like making phone calls, taking orders, and collecting information. What are the limits of AI bots, and why is a leader’s interaction more important and many cases?