AI won’t replace people … but it can help them work smarter
It feels like everyone is talking about artificial intelligence (AI). Every week there’s a new platform, tool or promise that claims to revolutionise the way we work. And we keep hearing about AI-related job losses
But there is one simple truth missing in this narrative: business has always been, and will always be, about people.
At Inland Digital, that belief guides how we approach AI. We’ve embraced it where it makes sense, but not at the expense of connection. Technology can make us faster and more efficient, but it can’t replace the relationships that define who we are.
Finding the balance
When we looked at how automation could help our business, we focused on the back end. That is, areas like data management and repetitive admin tasks that don’t directly touch the client experience. These are the parts of the job that can slow teams down and take energy away from what matters most – solving real problems for real people.
There’s a rush to automate everything, but the real opportunity lies in balance. AI should enhance the way we work, not dictate it. If automation helps us deliver a better experience for our clients, that’s a win. But if it gets in the way of personal service or erodes trust, that’s a line we won’t cross.
The irreplaceable human element
Even the people behind ChatGPT, arguably the most widely known AI technology, admit it’s far from perfect. OpenAI’s Sam Altman recently advised caution when putting trust into the technology, admitting that ChatGPT ‘hallucinates’( i.e. it can make things up).
As helpful as AI is at gathering and analysing information, it can’t replicate human empathy, understanding and connection. That’s why I believe the best customer experiences will always rely on human interaction. A genuine conversation – whether it’s over the phone, in person or even through a thoughtful email – can uncover needs, build trust and create value in a way automation simply can’t.
AI might be able to personalise a message, but it can’t truly understand intent, tone or emotion. It won’t know when to pause, when to listen or when to read between the lines. Those are uniquely human skills. And they’re what set businesses apart.
Using AI responsibly
In the years ahead, AI will continue to reshape how businesses operate. But it will be our motivation for implementing and embedding AI that will drive the outcome. Profit-driven organisations will continue to automate as much as possible to reduce costs. Purpose-driven organisations will focus on how AI can support service and strengthen relationships.
The goal isn’t to replace people with technology but to improve productivity and give people more time to do meaningful work. If AI can help us remove friction and improve efficiency, that’s great, but the heart of any good business will always be human.
Businesses need to think carefully about compliance, data management and data sovereignty. That is, where information is stored, how it’s used and who can access it. These are serious considerations, especially when client data is involved.
At Inland Digital, we’re preparing for ISO 27001 certification to make sure our processes meet the highest standards of security and transparency. Because if we’re going to use AI, it needs to align with our values and support the trust our clients place in us.
AI isn’t going anywhere. And that’s fine. The question isn’t if we’ll use it but how we’ll use it. The key is making sure it helps us work smarter, not harder.
At Inland Digital, we believe technology should empower people, not replace them.
Talk to our team about smarter, people-first solutions that help your business work better.