AI wellness tools “mustn’t substitute human touch”

AI is already a part of the health care landscape. It’s embedded in apps for fitness, nutrition, and health. But it will not – or shouldn’t replace the human touch.

The conclusion was a part of the discussion on ‘Embracing AI in order to create a step change in health and well-being at work’, held last week at the MAD World Festival of Workplace Culture and Employee Health and Wellbeing.

Kevin Lyons was the senior HR manager and AI Champion at Pearson. Kris Ambler is the workforce lead for British Association for Counselling and Psychotherapy.

Lyons said that AI was driving technologies like virtual health assistants, and making interventions and support more personalized. “There is still much to do and AI is constantly learning,” said Lyons.

Ambler acknowledged that it was already proving to be invaluable in areas like digital triage, which helps to lower barriers of access, and relieves pressure on services, therapists, allowing them to devote more time to treatment. He said that it was a good addition, but not a replacement.

Lyons addressed the concern that AI might take away jobs. He said: “We must be clear that AI will take over jobs. It will do the mundane jobs.”

“But remember that 60% of the roles in 1940 do not exist today. There will be new roles. The human race will use their skills in a different way. AI will get better, better and even better as it learns,” he said.

Ambler highlighted that a nuanced understanding is always needed, particularly in a field such as counselling. For example, to understand the difference between an adamant ‘no,’ and one that actually means ‘yes, please help me.’

We are all human, so we have limitations. He said that we must be careful and aware of these limitations.

“I don’t know if we can stop something that’s already been released from the bottle.” Lyons added, “The genie has already escaped the bottle.”

Lyons also noted that experts agree AI will eventually surpass humans in intelligence. “Is AI something to be feared or an enemy?

“Or do we need to put guardrails in place around it? “I’m of the opinion that you should create guardrails and frameworks around it, then let AI do what it does best, and bring that learning, unification, and blending knowledge,” he said.