Humans provide neccessary ‘checks and balance’ for AI, says Lattice CEO

In a compelling discussion at SXSW London, Sarah Franklin, the CEO of Lattice, emphasized the critical need for balance as companies increasingly integrate artificial intelligence into their operations. Leading a company valued at $3 billion, Franklin is particularly passionate about ensuring that human workers remain at the forefront of AI advancements. Franklin articulated her philosophy that prioritizing people is essential, especially as some organizations promote AI as a means to cut labor costs. She warned that while replacing human roles may seem beneficial in the short term, it could alienate customers and undermine trust. 'Are you building for the success of the AI first, or for the success of the people and your customers first?' she posed, highlighting the importance of maintaining trust as a foundational element in business. She also underscored the need for transparency and accountability in AI applications. Leaders must clearly communicate the roles of AI to employees and ensure that these technologies are focused on specific goals. Franklin insisted that human oversight is crucial, stating, 'Otherwise, we are then in service of the AI versus the AI being in service of us.' Lattice has taken steps to integrate AI into its offerings, including developing an AI HR agent designed to provide proactive insights and support during employee meetings. Additionally, their platform allows clients to customize AI agents tailored to their business needs. Franklin believes that the success of companies in this new AI landscape will hinge on their ability to prioritize human connections. 'Human connection cannot be replaced, and the winners are going to be the companies that understand that,' she concluded, reinforcing the idea that a people-first approach is vital for sustainable success in the age of AI.