Artificial intelligence and the future of work: benefits and challenges

Artificial intelligence, a technology capable of imitating or reproducing human intelligence, is transforming the professional world in several areas. While some professions, such as programming, are already being directly affected by this technology, other areas, such as law and marketing, are starting to experience the benefits of artificial intelligence in terms of productivity and efficiency.

However, studies suggest that artificial intelligence can have a negative impact on some working relationships, especially those involving repetitive or highly predictable tasks. It is important to recognize that artificial intelligence also creates new opportunities in many areas, especially those that require the use of advanced technology and data analysis. Workers must be prepared to adapt to change and learn new skills as artificial intelligence advances.

The discussion about the indiscriminate use of this technology has generated controversy, and many are against its application in certain sectors. Junior Hudson, an international travel consultant with a background in tourism and marketing, is one such critic. According to him, in the field of tourism, the advancement of the internet has brought many facilities in the acquisition of airline tickets, accommodation and travel packages in general. However, these facilities also resulted in problems for consumers in this branch.

_{Junior Hudson (Photo: reproduction/Personal Archive)}

The lack of experience in the subject causes many people to fall into traps when trying to book independently. Details such as visa requirements, mandatory vaccinations for international travel, and luggage-related issues can be overlooked. For Hudson, even with the advancement of IAl, nothing will be able to overcome a humanized and personalized service, as these characteristics make the customer feel valued and unique, something that a programmed machine could never provide.

The existence of a team trained for a specific service increases customer satisfaction, strengthens trust in the brand and facilitates loyalty, “offering personalized service helps to solve problems and create specific solutions for the needs of each person, further improving more the relationship between client and company”, points out Hudson.

Therefore, for him, no technology is capable of replacing a humanized and personalized approach to customer service, which is extremely important for the success of any business. “This approach is particularly evident when it comes to travel, whether for leisure or business. Companies like Amazon, Samsung and Apple have banned the excessive use of artificial intelligence tools by their employees, recognizing that human connections are essential to solve problems more efficiently”, concludes the professional;

Given this scenario, it is essential to find a balance between the use of artificial intelligence and the appreciation of humanized care. Technology can be an ally to improve efficiency and productivity, but it can never replace the unique ability of human beings to understand the needs and desires of another human being. Human interactions, with all their empathy and problem-solving capabilities, remain critical to delivering exceptional customer experiences and building lasting relationships.

Featured Photo: representation of human interaction with technology. Playback/Internet