Navigating the 'Twilight Zone' Between Human and Machine

By Jeff Schmidt, Chief Executive Officer, ECI

“These are the players — with or without a scorecard. In one corner a machine; in the other … a man. And the game? It happens to be the historical battle between flesh and steel, between the brain of man and the product of man's brain. We don't make book on this one and predict no winner. But, we can tell you for this particular contest, there is standing room only — in The Twilight Zone.”

If, like me, you enjoy classic programs from the golden age of television, you might find yourself imagining Rod Serling’s distinctive voice right about now. These are the very words he used to introduce episode 153, which originally aired on May 15, 1964. Nearly 60 years later, we’re living through our own version of “The Brain Center at Whipple’s.”

If you missed it (or — more likely — weren’t born yet), I encourage you to check it out.

In a nutshell, a factory owner replaces tens of thousands in his human workforce with machines. As a concerned (and soon to be “made redundant”) employee points out, in the name of “progress,” Mr. Whipple is gaining efficiency and profit in exchange for pride, good will, and the welfare of the people who work for him. Of course, this being The Twilight Zone, there are dramatic and unforeseen consequences.

The parallels between the current AI revolution and this timeless — and suddenly timely — tale are striking. As countless headlines have pointed out, many fear that AI will take over the world, or, at the very least, replace human jobs. However, history tells a different story.

Technology's advancement doesn’t eliminate jobs; it liberates human potential.

I understand that many people have concerns about the rapid advances in AI technology; it's only natural to worry about potential consequences. Just like the advent of social networking sites brought concerns about their impact on users' well-being, AI raises its own set of questions. But, as we've seen with social networking, the same technology that can harm can also heal.

Consider the story of a parent with a young child diagnosed with a rare genetic disorder. In the past, they felt isolated and helpless. But today, they can connect with other parents facing the same challenges, thanks to global online communities. Social networking has also enabled us to spread the word quickly in times of trouble, helping victims of disasters and initiating crowdfunding campaigns to provide support.

AI, like social media or any other tool, can be used for good or for bad. It's up to us, as business leaders, to harness its potential for the benefit of our organizations and society as a whole.

For example, AI promises to accelerate the parts of our jobs that are mundane and monotonous. Our minds tend to grow complacent when occupied with repetitive tasks. AI, by taking on these tasks, allows us to focus on more significant matters, like outcomes, employee welfare, and overall organizational health.

Virtually any repetitive activity can be made faster, easier, and more productive. AI can sort through email inboxes, take notes during meetings, review documents, and automate various processes, ultimately making our work lives more efficient.

Consider Microsoft 365 Copilot, which combines the power of large language models (LLMs) with an organization’s data — all in the flow of work. It will provide real-time intelligent assistance, enabling users to enhance their creativity, productivity, and skills, rather than replace them.

One of AI's most remarkable gifts is the time it gives back to people. For example, in the financial world, fund managers can automate weekly reports and run them multiple times under different assumptions and models, enhancing their decision-making capabilities. AI can help them predict organizational success (or failure) based on analyzed metrics in a fraction of the time it used to take. Here at ECI, we estimate that AI will give our customers back an astonishing eight hours a week, time that can be better spent on strategic thinking.

Much has been made about bias being hard-wired into AI, and we will all benefit when the industry’s diversity gap is addressed. However, when managed with the right prompts, AI can actually help eliminate bias. In HR hiring processes, for example, AI can be asked to qualify job candidates without regard to their gender, race, or ethnicity — factors that might come into play, often subconsciously, for human reviewers. At the same time, it can assist job seekers in crafting powerful resumes tailored to specific roles, enhancing their chances of success. And, AI can accelerate learning, curating personalized learning experiences, making knowledge more accessible than ever.

This is a win-win for employees and employers.

But, employers can’t just advocate for AI; we need to lead by example. It’s our responsibility to empower our teams with the latest skills, educate them on AI’s ethical issues, and create an environment where both humans and machines work together seamlessly. At ECI, we're establishing guidelines and guardrails, training our people in effective prompt development, and integrating AI into their daily work lives based on specific roles and job descriptions.

In conclusion, let's revisit The Twilight Zone. What was true in 1964 is true today; the fear of being replaced by a machine is nothing new. However, AI is not here to take our place; it's here to give us more time, more options, and more opportunities to act strategically. As we navigate the landscape ahead, let's do so with the lessons of the past in mind. By applying AI technology with a (human) conscience, we can ensure that the good far outweighs the bad.