“What If Artificial Intelligence Could Make Us More Human?” — Sitel’s Arnaud de Lacoste Explores The Idea in His Latest Book

Today, Sitel Group Co-Founder and Chief Marketing & Innovation Officer Arnaud de Lacoste announced the launch of his book, “What if Artificial Intelligence could make us more human?,” which provides an intensely human assessment of the future of the AI revolution.

The ebook is available for purchase on Amazon.com.

Convinced that the era of AI signals neither the end of work nor of human relations as we know them, Arnaud sets out his positive thoughts on the impact of these new technologies – and the attendant radical transformation – on corporate strategy, customer relations (and customer experience), on the world of work and talent management.

Contrary to the “doomsday prophets” predicting the wholesale disappearance of entire sectors of the economy, his book’s eight chapters are solidly rooted in experiences and meetings with global business leaders and entrepreneurs. He provides readers with an optimistic – value creating and humanizing – assessment of the future of the digital revolution.

The book reveals unparalleled insight and recommendations for brands to amplify human-centered service with data-driven results – a relationship that is critical to their long-term success. What’s more, it offers an opportunity for business leaders and entrepreneurs to make a mindset shift, where AI is the vehicle that drives more deeply empathic and emotionally intelligent conversations forward. Humans, however, remain in the driver’s seat.

Arnaud provides key takeaways, including:

  1. Beware of doomsayers!
  • AI is profoundly revolutionizing our societal and economic models, but as with all great historical breakthroughs, it will not lead to a world without work. Humans remain the “lord of robots.”
  • Don’t confuse automation with substitution. AI automation is not synonymous with job loss  – work is changing rather than declining, and there are well-defined skill sets that humans need to adopt to stay relevant in this age of disruption.
  • When it comes to human-machine complementarity, AI is a formidable creation that we can use to help us live and work better.
  1. Embrace collaboration rather than competition.
  • AI will tend to level differences between brands through process automation, therefore the human component will become a crucially differentiating element.
  • We are living in an age of context  – in other words, an age of refined knowledge of user behavior through the use of data, and of endless conversations between brands and customers everywhere and all the time. This new age brings new value to the human and emotional relationship.
  • The end of traditional interfaces: instant messaging apps and vocal interfaces will become the decisive channels of the future. Brands will have to learn to develop business in a world with fewer screens.
  1. The major challenge is not technology, but training.
  • Companies have to engage in digital transformation at every level to keep up with new customer expectations and behaviors. AI will come second to the human relationship as a brand’s value is contingent  on the nature of the relationship it builds with its customers. Parallel to this digital transformation, training and development will be one of the major challenges in future years. Are your teams “digitally fluent”?

To learn more about the author and this project, visit makeusmorehuman.com.


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