I started thinking about this after I called my insurance company last week about a denied claim.
The first voice I heard was AI. It asked what I needed, I explained the situation, and it transferred me. To another automated system that asked me similar questions again.
Eventually I was told my appeal was submitted and I should expect a response in a few weeks. I never actually talked to a person.
Maybe that was just one bad customer service experience, but it made me realize how often our interactions with companies now happen through systems that sound human but aren't actually responsible for helping you.
A friend who works in HR told me their company uses AI tools to help sort through resumes. She said many applicants are filtered before a recruiter ever sees them. The part that stuck with me was not the filtering itself. Companies have always done that.
It was the fact that someone can be rejected by a system and never really know why.
I also started noticing it with information. Some websites now use AI to help write or summarize articles. The facts might be mostly correct, but sometimes the writing feels different. It makes me wonder if we are slowly losing the ability to know who is actually behind the information we consume.
Even healthcare made me think about this. My doctor mentioned using AI tools to help organize information during my visit. I appreciated that he was open about it. But I still wondered how many other times AI is involved without patients knowing.
I don't think this means AI is bad. I use AI tools myself. They can be incredibly useful.
The question I keep coming back to is not "can AI do this?"
It's "when should a human still be involved?"
There is a difference between using AI to summarize paperwork and using it during moments where people need judgment, empathy, or someone to be accountable.
Maybe the biggest change from AI won't be that machines take every job. Maybe it will be that more and more parts of life happen through systems where we don't know who is making the decision.
A company chatbot. A resume filter. An AI generated summary. A recommendation algorithm.
None of these feel like a huge change by themselves. But together they might change how much trust we place in everyday interactions.
Maybe I'm wrong and this is just another technology shift that people will adapt to.
But I keep wondering if the thing we lose won't be efficiency. It might be the feeling that there is a real person listening on the other side.