When Sydney J. Harris wrote this in his 1973 book Clearing the Ground, he touched on a concern that feels even more relevant today. Harris, a journalist with a keen eye on society, wasn't envisioning a sci-fi world where people turn into robots. Instead, he was warning us about losing our uniquely human qualities in our rush to embrace technology.

Fast forward a few decades, and AI and automation are no longer futuristic ideas. In 2024, they are changing the way business they act. However, rather than replacing humans entirely, business owners are optimizing outcomes and processes by taking a hybrid approach to AI and human capabilities.

As CEO of an international virtual assistant agencyI've seen firsthand how this approach helps our clients thrive. A hybrid approach unlocks the best of both worlds: efficiency without eliminating the human touch that so many customers crave. In this article, we'll explore the power of a hybrid model, including a five-step approach you can apply to your business.

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Understanding the hybrid approach

When automation, machine learning and AI were first introduced to the business world, countless owners and managers feared the worst: the elimination of work, permanent cultural changes and a futuristic work environment devoid of human interaction. As AI disrupted fundamental business processes, business owners were able to preserve existing jobs and their workplace culture while unlocking huge benefits.

for one, 85% of business owners agree that technology helps them succeed, whether it's scaling into new markets, injecting efficiencies into core business processes, or better supporting their team members. Similarly, a Harvard Business Review study found it 80% of employees reported that automation opens the door to more meaningful interactions with customers and stakeholders, provides the opportunity to learn new skills, and makes it easier to take on more complex tasks.

These advantages make it clear that AI and automation are not about replacing humans with machines. It's about integrating strengths into existing teams to improve collaboration and eliminate mundane and inefficient processes.

How business owners are optimizing their companies with AI

1. AI and machine learning: Many business owners are using AI and machine learning to sift through mountains of data, spot trends and make predictions to help make more informed decisions.

2. Automation: Customers use automation to eliminate mundane tasks, such as scheduling and queries, to improve consistency and accuracy.

3. Human intelligence: A team's human skills are truly irreplaceable. Every company relies on its staff's creativity, emotional intelligence and problem-solving skills every day. They handle complex customer requirements, develop innovative solutions and provide the empathetic touch that is essential in any service industry.

Hybrid application in real life

Let's examine three real-life hybrid applications to show how the hybrid model works in day-to-day operations.

Task management

The task management function benefits from a hybrid model. AI handles the heavy lifting by ranking and prioritizing tasks to ensure your team focuses on the most important and time-sensitive work. A human team member then manages the task and final oversight, addressing any unique needs or preferences. This hybrid model delivers efficiency without sacrificing the human touch that is essential to building long-term, successful relationships.

Quality assurance for customers

A hybrid model can also help maintain quality by implementing routine reviews of customer service emails and reports. AI quickly flags missing information or errors, which are then sent to a human agent for final approval and ensure the work is consistent with brand and tone.

Review employee performance

AI is a fundamental tool in employee performance review. In fact, we even use AI in our business for this very purpose. AI tools can track activity and help measure performance across the board, saving managers time and giving them access to essential information to provide better feedback.

Five key steps you can take to implement AI in your business

If it sounds like a hybrid model is right for your business, here are five key implementation steps:

1. Evaluate your current processes

The first step is to examine your existing workflows. Which tasks are repetitive or prone to human error? Common examples would be manual data entry, answering basic customer questions and scheduling appointments.

• Customer support automation: AI chatbots can manage FAQs, initial inquiries and basic troubleshooting, freeing up human agents for complex customer issues.
• Data analysis: AI tools can analyze large data sets to generate reports and highlight key trends, replacing manual data collection and analysis.
• Human resource recruitment processes: AI tools can scan resumes, screen candidates and schedule interviews, reducing the workload for HR teams.
• Document processing: AI-powered tools can automate the extraction of key data from documents, such as invoices, contracts and forms, significantly reducing the manual work involved.
• Analysis of customer feedback: AI can scan and categorize feedback from multiple sources, such as social media, surveys and reviews, to quickly identify trends and insights.
• IT Help Desk Support: Implement AI tools that can handle basic IT support tickets, diagnose common problems, and guide users through troubleshooting steps before escalating to human techs.
• Inventory management: Artificial intelligence can automate stock tracking and streamline processes based on predictive analytics, helping to maintain optimal inventory levels.

These tasks are often good candidates for AI or automation. A McKinsey study found that approx 45% of paid activities can be automated using current technologiesrepresenting up to $2 trillion in annual wages.

2. Choose the right tools

Next, you want to choose the right AI and automation tools and resources. Look for solutions that play well with your current systems and can grow with you. For example, you want to find resources that offer user-friendliness, good support, and customization options.

If you're not sure which tools are best for your business, start exploring and reviewing reputable websites for insights. Alternatively, you might consider hiring a consulting firm or agency to help fit you with the right tools or even customize an AI-based solution tailored to your specific business needs.

3. Retrain your team

Integrating AI and automation sounds great in theory, but if you never train your team, you'll see little to no success. Your staff must be ready to work alongside AI. Focus on training that builds skills that AI cannot easily replicate, such as critical thinking and creative problem solving. At the same time, provide training on the processes that are changing and how employees can use the tools to make their daily lives easier.

Implementing robust training is a tall order, as the World Economic Forum suggests half of all workers will need retraining by 2025 due to new technology. To address this challenge, the World Economic Forum's platform for the Retraining Revolution aims to achieve more than 600 million people worldwide by 2030. Similarly, the resources you invest in will also provide some sort of training for your team.

Consider using a third-party learning management system (LMS) to automate and simplify your training process, making it more efficient and scalable. Platforms like LinkedIn Learning and Coursera offer a wide variety of templates and pre-made courses that cover essential topics.

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4. Start small and repeat

Don't try to change everything at once. Have you ever heard of information overload? Throwing too much information at your team can result in low productivity and increased stress. Select a department or process to start. This allows you to learn and adjust before going all-in.

Let's say you want to automate your customer service function. Instead of completely overhauling all processes, start with one channel, such as email. As your team masters this feature, add social networking or phone services. Companies that grow out of pilot projects see much better returns on their AI investments.

5. Keep communication open

Help your team see AI as an enabler, not a threat. Be transparent about how AI will change their work, focusing on how it frees them up for more interesting tasks. It is also important to reiterate that AI and automation are not replacing them. Instead, it is a tool to help them succeed in their current roles.

Moving forward with the hybrid model

Applying a hybrid model means creating a partnership between people and technology. When executed correctly, it allows businesses to innovate and create meaningful connections with their customers.

The marriage of AI and humans naturally pushes both sides to work at their optimal level, that is, making AI do what it does best while letting humans take over the “big picture” work. This is how companies create a future where both machines and people can effectively coexist.

It is helpful to review the words of Sydney J. Harris from earlier. The danger is not that computers will think like humans, but that humans may lose their unique qualities as we automate more processes. A thoughtful hybrid model can help us avoid this outcome while keeping up with today's trends.