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Using AI Reminded Me of What Technology Cannot Replace

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Like many people, I’ve been exploring how Artificial Intelligence (AI) can help me and my teams work more efficiently, from summarising information to generating ideas and simplifying everyday tasks. The more I used it, the more I appreciated its potential. But what surprised me most was that it also reminded me of the things technology cannot replace.

I have used AI as a thinking partner to help me structure ideas, challenge my assumptions and explore different perspectives. It quickly became part of how I approach my daily work. Yet as its capabilities became clearer, I found myself appreciating the importance of judgement, context and human connection. The responsibility for the final decision remains human. It requires understanding the situation, weighing different considerations and making choices aligned with our values.

AI is a powerful tool that can help us work smarter, but it also reinforces what makes us human.

In insurance, better decisions come from more than data and analysis. AI helps us identify patterns, review information and improve efficiency, but sound judgement comes from understanding the context behind the facts and the people behind the numbers.

We have used AI across our business, such as analysing customer feedback, identifying common themes, and helping teams focus on issues that matter most to customers. But when customers share a concern, understanding what happened often requires more than identifying a pattern. My Customer Care team still plays an important role in listening, understanding individual circumstances and providing the right support.

Some of our best ideas also come from conversations where colleagues challenge assumptions, ask better questions and bring different perspectives together. AI can accelerate innovation, but people give it purpose.

The same principle applies when customers need us most. AI can help us respond faster and make information more accessible, but trust is built through empathy, understanding context and making decisions that recognise each customer’s unique situation.

My experience with AI reinforced my belief that technology should strengthen, not replace, the values at the heart of our work. By combining innovation with judgement, care and integrity, we can ensure that every advancement continues to serve people.

Technology should make us more capable, but never less human.

This article is contributed by Ms Claudia Soh, Chief Executive Officer, Etiqa Insurance Singapore

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