Automation may save time, but only humans can create trust, value, and belonging

Why AI Will Never Replace Your Practice's Most Valuable Asset: Human Connection

During my Buffer Week, I'm interacting with my own trained ChatGPT (The Extreme Business Autopilot©) every day, and on a variety of issues relating to my strategic plans for 2026 and beyond.

It's a fantastic:

• Source of information;

• Sounding board for ideas;

• Second opinion.

But it's not a shoulder to cry on - that's for sure.

Which move me this morning to repeat myself and remind you of a couple of observations about AI-driven business systems (as they infiltrate every aspect of our lives).

We hear every day about "AI replacing jobs" and, therefore, the implication is an increase in unemployment.

I think that depends on who is looking.

Historically, larger organisations for many years now have already begun the process of reducing payroll costs by automation - quick example - checking yourself in for a flight - you weigh the bag, enter your details, print your baggage label, take your own bag to the conveyor belt.

Now, we can add "Automation AI". - Defined as:

"Automation AI is the application of artificial intelligence to automate tasks, processes, and decision-making, moving beyond the simple rule-based actions of traditional automation to handle complex, unstructured data, and adapt to new situations. It combines technologies like machine learning and natural language processing with robotic process automation (RPA) and business process management (BPM) to create intelligent, dynamic systems that can streamline operations, improve accuracy, and provide deeper insights for businesses."

Sounds like a laugh a minute......robotic process automation - I can't wait 🙄

But that's just larger organisations - I'm sure that plenty of dental corporates and groups are busy exploring how to cut payroll and keep their investors happy.

Then there is you and I - the Owners of SMEs - small to medium sized enterprises.

What we understand is what automation and Automation AI can never do:

• Create a sense of value delivered in the mind of a patient;

• Deliver a hospitality experience - how much you care, not how much you know;

• Develop a sense of community - Maslow's need to "belong";

• Inspire confidence - knowing that everything will be OK.

I'm going to repeat:

Value : Hospitality : Community : Confidence.

That's our USP going forward - the way that we will positively differentiate ourselves in a world of machines.

My ChatGPT is a fantastic time-saving device - just like my can or bottle opener - but it will never be my friend.