Companies Face AI Backlash Due to the ‘Doorman Fallacy’

Imagine a hotel doorman.

They open the door, but they also greet guests warmly, help them with bags, call taxis, and make the hotel feel fancy.

A consultant might only see them opening the door and think, 'A robot can do that!'

But they miss all the other helpful things the doorman does that make people feel special.

This is like the 'doorman fallacy' with AI.

Companies sometimes only see the simple parts of a job, like answering a phone, and think AI can do it.

But they forget that people bring helpful things like understanding, problem-solving, and a friendly attitude that a machine can't easily copy.

When companies replace people with AI without thinking about these extra human qualities, things often go wrong, and customers get upset.

Some companies are even hiring people back after realizing AI wasn't the best solution for every job.

It's better to use AI to help people with simple tasks, so people can focus on the parts of the job that need a human touch.