Debora Spar, the Harvard strategist, has a tidy thesis: the further we slip into AI, the more we'll cherish interactions that remain fundamentally human. Optimistic projection? Maybe. But 81% of consumers in TD Bank's latest survey still want a person on support calls. Not because the bot fails. Because thinking alongside someone carries weight a model can't fake.
Here's what organizations should be nervous about. If human contact becomes a luxury good, most companies are busy eliminating the inventory.