Emotional intelligence in the age of AI

It has been well established that technology is ever-evolving. What’s in right now can be out in just a month or so. Technology gets more and more advanced and is surpassing human intelligence in various fields and activities. Artificial intelligence is constantly evolving, expanding, and getting more and more complex. In fact, a lot of jobs that we imagined could be done only by people are now under the threat of being replaced by artificial intelligence. So, what could we do? The answer is emotional intelligence.

The rise of artificial intelligence has brought about many exciting advances and improvements in our lives, but it has also raised new questions about what it means to be human. In particular, the increasing ability of artificial intelligence systems to perform tasks that were once the exclusive domain of humans has led to a growing interest in the importance of emotional intelligence.

Emotional intelligence, or the ability to understand and manage our own emotions and those of others, is a critical aspect of human intelligence. It helps us to build strong relationships, communicate effectively, and navigate complex social situations. And as AI continues to evolve and become more sophisticated, the role of emotional intelligence in the workplace is only becoming more important.

Why Emotional Intelligence Matters in the Age of Artificial Intelligence

While AI systems are becoming increasingly capable of performing complex tasks, there are certain areas where they will likely always be limited. For example, artificial intelligence systems do not have the ability to empathize with others or to understand the emotional nuances of a situation.

This is where emotional intelligence comes into play. As AI systems become more integrated into our lives, they will be relying on human-generated data to train and improve their algorithms. And as they take on more and more tasks, it will become increasingly important for humans to be able to understand and navigate the emotional implications of these interactions.

For example, in a customer service context, an AI system may be able to respond to a customer’s request for help with a technical issue, but it may not be able to understand the customer’s frustration and offer empathy in response. This is where a human customer service representative with strong emotional intelligence skills can step in and provide a more personalized and human touch.

In addition, emotional intelligence is critical in leadership and management roles, where leaders must be able to understand and respond to the emotional needs of their team. As artificial intelligence systems become more prevalent in the workplace, leaders will need to be able to foster strong relationships and effectively manage the emotional dynamics of their team.

Developing Emotional Intelligence in the Age of Artificial Intelligence

It’s long been known that AI and automation/robotics will change markets and workforces. This began when machines started replacing humans in the manufacturing industry, which made thousands of workers look for other opportunities. We can look at any number of occupations to see that this holds true.  Doctors perform tests, analyse the results, interpret the results to make a diagnosis, plan a course of treatment, and then work with the patient to make this treatment plan a reality.

Financial advisers gather and analyse data about their clients and potential investment vehicles, interpret the implications given a variety of factors such as risk tolerance, recommend an investment strategy, and help their clients carry this strategy out over time. Business consultants do much of the same but diagnose and solve business problems.

These highly skilled workers can command high rates because of three capabilities.  Their abilities to go through the early rote tasks quickly and accurately; their experiences and judgment in determining a course of action; and their savviness for helping clients navigate that course.  AI and machine learning will quickly surpass our abilities on the first two capabilities, and this will shift the skillset required for any worker wishing to stay in these careers as they are transformed by artificial intelligence.

Those who want to stay relevant in their professions will need to focus on skills and capabilities that artificial intelligence has trouble replicating—understanding, motivating, and interacting with human beings.  A smart machine might be able to diagnose an illness and even recommend treatment better than a doctor.  It takes a person, however, to sit with a patient, understand their life situation (finances, family, quality of life, etc.), and help determine what treatment plan is optimal.

Similarly, a smart machine may be able to diagnose complex business problems and recommend actions to improve an organization.  A human being, however, is still best suited to jobs like spurring the leadership team to action, avoiding political hot buttons, and identifying savvy individuals to lead change.

It’s these human capabilities that will become more and more prized over the next decade.  Skills like persuasion, social understanding, and empathy are going to become differentiators as artificial intelligence and machine learning take over our other tasks.  Unfortunately, these human-oriented skills have generally been viewed as second priorities in terms of training and education.  We’ve all experienced the doctor, financial planner, or consultant who is more focused on his or her reports and data than on our unique situations and desires.

For better or worse, these skills will become essential to anyone who wants to stay relevant in their field as automated systems proliferate. Developing emotional intelligence requires a commitment to self-awareness and self-reflection. It involves understanding our own emotions as well as being able to identify and respond to the emotions of others.

There are a number of techniques and practices that can help individuals develop their emotional intelligence, including:

  • Mindfulness meditation: Mindfulness meditation can help individuals become more self-aware and better able to understand their own emotions.
  • Empathy exercises: Exercises that help individuals develop their empathy and emotional literacy, such as role-playing or reading about emotions, can help build emotional intelligence skills.
  • Feedback and coaching: Receiving feedback from others and working with a coach can help individuals understand and improve their emotional intelligence.

In the age of artificial intelligence, emotional intelligence is more important than ever. As AI systems become more integrated into our lives, it will be critical for humans to understand and navigate the emotional implications of these interactions. By developing emotional intelligence skills, individuals can stay ahead of the curve and thrive in an increasingly AI-powered world.

Empathetic intelligence: The fusion of Emotional Intelligence and Ai in Delivering Exceptional Service

Rogers Capital prioritises emotional intelligence, emphasising its value in promoting effective communication, collaboration, and positive relationships among colleagues and clients. The human touch, specifically in consumer finance services, plays a crucial role in building strong relationships between financial institutions and their customers. While technology and automation have made many aspects of financial services more efficient and accessible, the human touch is still critical for building trust and understanding between a lender and borrower. In credit facility services, a human touch can mean personalised attention, empathy, and guidance through the lending process. By listening to the customer’s needs, understanding their financial situation, and providing tailored advice and solutions, lenders can create a more positive and supportive borrowing experience. This human touch can ultimately lead to better customer satisfaction, loyalty, and long-term success for both the lender and borrower.

Similarly, advisory services are critical for any company undergoing a business transformation journey. These services can provide valuable insights and recommendations on how to use AI tools and solutions to optimise processes, improve efficiencies, and enhance overall performance. The right advisory services, which require the human element, can help identify gaps in current operations and provide a roadmap for future growth and success. Additionally, they can help a company assess the latest technology trends, identify potential risks, and develop mitigation strategies. By working with a trusted advisory partner, such as Rogers Capital Technology, a company can leverage their expertise to make informed decisions and achieve their transformation goals. Ultimately, advisory services, packed with emotional intelligence, can be a crucial component in driving innovation, growth, and competitive advantage when coupled with artificial intelligence.


Author: Babusha Beedassy

Manager, Marketing & Communication

Rogers Capital Fiduciary