Heather Hansma: Does AI Make Us Better Humans?

<p>In this episode, Heather Hansma and Laura Fu explore the evolving role of human judgment in sales and customer interactions amidst the rise of generative AI. They discuss how AI can augment human skills, the importance of process design, and the future skills salespeople need to thrive.</p><p><br></p><p><strong> keywords</strong></p><p>AI, human judgment, sales, customer interactions, process design, generative AI, skills, automation, decision-making</p><p><br></p><p><strong> key topics</strong></p><ul><li>The impact of AI on human judgment in sales</li><li>How process design affects customer experience</li><li>The importance of review and rumination in AI workflows</li><li>Training and developing skills for AI-enabled roles</li><li>The variability and subjectivity of human judgment</li><li>Using AI to identify signals and biases in interactions</li><li>The concept of &#39;high calorie&#39; interactions and relationship building</li><li>Future skills salespeople need in an AI world</li></ul><p><br></p><p><strong>Chapters</strong></p><p>00:00 Introduction to AI and human judgment in sales</p><p>02:12 The need for more, different salespeople in the AI era</p><p>05:34 The impact of bad data and process on customer experience</p><p>08:40 Cognitive limitations of humans and AI assistance</p><p>10:02 Cognitive biases and how AI can help mitigate them</p><p>11:26 The importance of review, rumination, and training in AI workflows</p><p>13:17 Training human judgment and understanding AI&#39;s decision basis</p><p>15:32 Using AI to improve skills and explicit knowledge</p><p>16:57 The biases in AI training data and human oversight</p><p>18:33 The role of discipline and review in AI-assisted work</p><p>21:07 The importance of explicit skills and training for AI tasks</p><p>22:30 AI as a research assistant and performance enhancer</p><p>24:34 Permissions, oversight, and managing AI in agents</p><p>31:16 What makes good human judgment in interactions</p><p>32:30 Measuring and ensuring the quality of human interactions</p><p>33:54 Biases in perception and feedback in customer interactions</p><p>34:21 The future of AI and human collaboration in sales</p><p>36:06 Using AI for personal and professional planning</p><p>36:52 Training and onboarding in an AI-enabled world</p><p>37:14 Closing thoughts and future outlooks</p><p><br></p>