Research shows we prefer feedback from humans over AI — but is that really the right call? Lina Bjelkmar at Indicate me makes the case in this opinion piece.
Traditional coaching in customer service is far from fair. You handle hundreds of interactions every week, but once a month you're scheduled for a coaching session. Your coach has picked one call — one you can barely remember — and that's supposed to represent your entire performance.
The problem isn't that AI gives worse feedback. The problem is our bias. We assume that human is always more genuine. But the fact is: AI makes fewer mistakes, is more consistent, and can cover much more ground.
The most ironic part is that AI actually makes leadership more human. When AI handles the analysis, the leader has time for what's genuinely hard to automate: the conversation, the relationship, the emotional side. — Lina Bjelkmar