While machines calculate, humans connect

Fast Company

2 days ago

I recently observed my daughters interact with their AI assistants. Rather than searching the internet or opening a book as my generation would, they simply asked questions and received immediate answers. They are comfortable with large language models (LLMs) and trust these tools like trusted companions. No awkwardness, no learning curve, just fluid conversation. AI assistants are going to be an integral part of our future, and my daughters' generation is already living in that future. This observation led me to reflect on how rapidly our world is changing.
Having all the answers at our fingertips is truly remarkable, isn't it? LLMs are improving daily—I read that they're getting better by the week. Issues like hallucinations and those sometimes downright wrong answers are being addressed systematically by the AI researchers. But I won't pretend to understand the technical intricacies of all those acronyms like RAG or RL. That is not my expertise.
Instead, my thoughts have been wandering toward something more fundamental: In this age of artificial intelligence, what remains uniquely human? What skills should we nurture as machines handle more and more of our cognitive tasks?
The answer, I believe, lies in our emotional intelligence. While AI excels at reason and logic, humans have to fill in the gap when it comes to emotions. AI can analyze data, solve complex problems, and even mimic emotional responses, but the genuine understanding of joy, sorrow, or empathy remains uniquely human. This distinction matters greatly in business, where decisions rarely rely on pure logic alone. I have learned this through decades of making tough choices where data only tells part of the story.
Most significant business decisions have substantial emotional components. Should we trust this new supplier? Is this the right person to lead our expansion? Does this merger align with our values? Data helps with these decisions, but rarely gives you the complete answer. I have sat in countless meetings where the spreadsheets and dashboards told one story, but my gut feeling told another. The final judgment usually comes from intuition built through years of experience, failures, and successes. The brain often doesn't work purely on reason and logic. There is something beyond, in our subconscious, that is at play.
Business fundamentally happens through relationships—real, human connections. Relationships and trust require time and genuine empathy. There's simply no shortcut! In the 28 years building Quest Global from a tiny startup to what it is today, I have realized that the ability to truly listen might be our most valuable skill in the future. It is not only what someone is saying, but understanding what they are not saying. Not merely hearing words that someone is saying, but understanding the emotions, concerns, and aspirations behind them.
True listening involves absorbing what others say so thoroughly that months later, you recall those conversations without needing your CRM system to prompt you. When meeting a client and remembering not just their business concerns but their daughter's graduation they mentioned last time, or their passion for mountain biking, you demonstrate genuine care. You couldn't possibly fake this interest; people can spot insincerity from miles away. When you bring up these personal details in your next meeting, you will see their eyes light up. 'You remembered!' This creates bonds that go far beyond typical business relationships, and I have seen it work magic time and time again.
THE LIMITS OF AI AND THE POWER OF HUMAN CONNECTION
AI can certainly generate impressive insights. It can summarize research papers in seconds, analyze market trends, and identify patterns in complex data that we humans might miss. But at the end of the day, it won't make your most important choices for you. People will make those decisions. And people respond to emotional connections, not just rational arguments and data points. Humans are wired that way—it's in our DNA.
As AI handles more logical and computational tasks, our uniquely human skills become more valuable, not less. Empathy, ethical judgment, creative thinking, and genuine connection will differentiate exceptional leaders from merely competent ones. I have seen brilliant technical people struggle with leadership jobs because they never developed these emotional skills. And I have also seen moderately technical people excel because they could connect with and inspire others.
When I reflect on Quest Global's journey through various business challenges and market downturns over the years, our success stemmed not from superior data but from deeper human connections. When global events disrupted business as usual, we focused not just on operational solutions, but on supporting people dealing with uncertainty and stress. I would personally visit clients just to check in on them, not to discuss business. Many of those calls started with, 'I am not calling about work today. I just wanted to see how you're doing.' The appreciation for this simple gesture was enormous.
As you navigate this AI-powered world, remember that while machines can process information, humans create meaning. Cultivate your emotional intelligence alongside your technical skills. Make time for face-to-face conversations whenever possible. Don't hide behind emails and text messages. Listen deeply to understand, not just to respond. Remember personal details about people you meet. Show genuine care for others' well-being. These simple human gestures might seem old-fashioned in our digital age, but they matter now more than ever.
PASSING ON WHAT MATTERS MOST
Our daughters and sons will grow up with AI as their constant companions. They will have information at their fingertips that we could only dream of. But the wisdom to use that information well, the empathy to understand others' needs, and the emotional intelligence to build lasting relationships—these are gifts we must pass on to them. These human qualities matter more in the AI age than ever before. Together, let's allow technology to handle computational heavy lifting, while allowing us to focus on the connections that truly matter.