AI versus Human Interaction

What happened

Organisations are increasingly deploying AI systems for human interaction, specifically AI interviewers in hiring and AI chatbots in healthcare. AI interviewers now conduct automated assessments, analysing candidate responses, speech patterns, and body language. In healthcare, AI chatbots provide 24/7 medical advice, support, scheduling, FAQs, and general health information, reducing direct human interaction for these tasks. This shift introduces AI as a primary interface for initial assessments and information dissemination, altering traditional human-centric processes.

Why it matters

The integration of AI interviewers introduces a visibility gap for human oversight in candidate assessment, particularly regarding the AI's analysis of speech patterns and body language. This increases due diligence requirements for HR and procurement teams to validate assessment fairness and mitigate potential biases. Concurrently, the use of AI chatbots for medical advice and support in healthcare reduces the visibility of direct human clinician interaction, increasing exposure for compliance and platform operators to less auditable advice mechanisms. This raises the burden of ensuring AI-generated information accuracy and safety.