The Human Touch

The 21st century bought us leaps and bounds in artificial intelligence’s (AI) development, and a new reality along with it. AI technology has become inevitable in our daily lives, we lean on it heavily for the most mundane tasks like shopping, as well as for complex and delicate functions like aircraft control. It has proven advantages and is a useful tool to overcome or mitigate even human errors. But a number of questions remain:

- What is real, what is virtual?

- Is AI sophisticated enough to replace essential human connections?

- Can AI provide real relief and comfort to those of us who are suffering, grieving, or lonely?

- Can it stand in for human presence, compassion, empathy?

Accepting the reality of AI means to understand it in full, taking into account the context, the environment, and the concrete situations it can be used in.

Real life is messy and complicated, human beings have their own cognitive and emotional abilities, their past and their circumstances. Every individual person and their specific reality are unique and valuable. Human values, which we rely upon, like courage, creativity, empathy, humour, reconnecting, solidarity, and kindness, are permanent features of our emotional landscape. Our own achievements through blood, sweat and tears are always more rewarding than what is handled to us without effort. The way we experience our awareness of being is closely related to our experiences, personal histories and the culture and the society we come from. Authentic human responses can only arise from authentic sources, with consideration and respect.

A human brain is a system of neural networks forming an unrepeatable identity. Cognitive neuroscience has shown that we have the capability to gain solace from meaningful connections. A chatbot, a virtual interaction that can simulate a human conversation, has the potential to brush the surface and provide immediate emotional support – and fits into the manner in which our society seeks fast and superficial solutions. But is that all we need? Truly effective emotional support has to reach the deep complexity of the individual, and this requires time, persistence, reciprocity and bravery.

Helplines are flexible enough to rise to the challenge: to learn, to empower without overpowering, and to accept and incorporate suitable AI tools where they can be useful. 

Helpline volunteers will remain present for callers as human beings with feelings, humour, lived experience, a deep understanding of errors and failing, and the added bonus of courage and kindness.