AI Needs Human Oversight, Says Lattice CEO
▼ Summary
– Sarah Franklin, CEO of Lattice, emphasizes “balance” as a key principle when integrating AI into companies, focusing on augmenting rather than replacing human workers.
– Franklin warns that fully replacing employees with AI for cost savings may harm customer trust, which she considers the most important currency for businesses.
– She stresses transparency, accountability, and responsibility in AI adoption, ensuring humans oversee AI and understand its role in achieving specific goals.
– Lattice has developed an AI HR agent to assist employees and allows clients to create custom AI agents, but maintains human oversight for checks and balances.
– Franklin believes companies that prioritize human connection and put people first will succeed in the AI era, as human interaction cannot be replaced.
Finding the right balance between AI innovation and human oversight remains critical for business success, according to Sarah Franklin, CEO of employee performance platform Lattice. The $3 billion company has embraced AI tools while maintaining a firm commitment to keeping people at the center of its strategy.
Franklin emphasizes that while AI offers undeniable efficiency gains, businesses risk losing customer trust if they prioritize automation over human relationships. During recent appearances at SXSW London and in discussions with TechCrunch, she warned against short-term thinking that views AI purely as a cost-cutting tool. “Efficiency matters, but not at the expense of trust,” she noted.
Transparency and accountability form the foundation of Lattice’s approach to AI integration. Franklin insists that companies must clearly communicate how AI systems operate and ensure human teams retain ultimate responsibility for outcomes. Without these safeguards, organizations risk becoming servants to technology rather than leveraging it as a tool. “AI should work for us, not the other way around,” she explained.
Lattice has developed an AI-powered HR assistant designed to enhance employee-manager interactions by providing proactive insights during one-on-one meetings. The platform also allows clients to build customized AI agents tailored to their specific needs. However, Franklin stresses that human oversight remains non-negotiable, AI should augment, not replace, human decision-making.
The most successful companies in the AI era, Franklin predicts, will be those that recognize the irreplaceable value of human connection. While automation can streamline processes, genuine engagement and trust still depend on people. “Winners will understand that technology serves society, not the other way around,” she said. For businesses navigating AI adoption, maintaining this balance could prove to be their most strategic advantage.
(Source: TechCrunch)
