What areas of human skill and expertise won't eventually be replaced by AI? originally appeared on Quora: the place to gain and share knowledge, empowering people to learn from others and better understand the world.

Answer by Antony Brydon, CEO and Co-Founder at Directly, on Quora:

If we're considering the distant future, say the next 100 years, it's hard to say. In the near-term, humans have the unique ability to understand situations and empathize - called emotional intelligence. We're a far cry away from technology that can mimic the full range of human emotions needed to solve people's problems. Machines can identify a problem, determine a course of action, and deliver a solution, but ensuring the questioner feels that you care about their issue and truly understand how they are feeling is often a crucial element in problem resolution.

For example, studies have shown that in customer service interactions, when there is a picture of the agent shown (like you would see if you were exchanging Slack messages with a co-worker), customer satisfaction (CSAT) scores are higher. There's a simple explanation for this - people prefer to work with real human beings that they can relate to. By involving other customers in training the AI, the human element shines through and the experience is better for the customer.

Even as more and more data is gathered, there are many processes that can't simply be automated - a human touch is needed to figure out how to most effectively interact with the user. Human interaction is not a crutch that AI falls back on, it is part of a symbiotic relationship that makes the AI project successful, and the human's job a lot easier. Through the development and evolution of technology, people's fears about automatization and the elimination of jobs have grown, but in order for AI projects to succeed, they need a human touch. This means that no matter how much AI grows, it will still require a human input in many of its applications and industries, like how Amazon workers around the globe are listening to audio clips from users to help improve voice commands.

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