Sarah Franklin, CEO of the employee performance software firm Lattice, emphasized the critical need for human oversight and balance in the deployment of artificial intelligence during her appearance at SXSW London and a subsequent interview.
Franklin, whose leadership tenure has seen Lattice rise to a valuation of $3 billion, argued passionately for an approach to AI implementation that prioritizes people rather than placing automation and efficiencies ahead of human engagement. While some companies champion AI-driven automation primarily as a cost-cutting effort, Franklin cautioned that these short-term savings might jeopardize customer trust in the long run.
“What I encourage leaders to consider is whether they are building for the success of AI alone, or first and foremost prioritizing the success of their people and customers,” she stated. Trust, according to Franklin, remains the most critical asset companies hold—one that should never be compromised for short-term cost efficiencies. “Efficiency is valuable, certainly, but never at the expense of trust,” she added.
Throughout her conversation, Franklin underscored the importance of transparency, clearly defined uses of AI, and strict accountability measures. She explained that employees should fully understand how and why AI solutions are being deployed and what boundaries are set around their use. Humans must remain responsible for the outcomes and implications of AI-driven decisions, ensuring ongoing control and oversight. Without these commitments, Franklin warned, we risk becoming subservient to technology rather than having technology work for us.
Lattice itself has embraced AI carefully, integrating it as an expansion of human potential rather than a replacement. The firm’s AI-driven tools provide proactive insights and enhance employee engagement during one-on-one interactions. Moreover, Lattice offers solutions that enable companies to design personalized “agents,” leveraging AI tailored specifically for individual business needs.
Franklin remains steadfast in her belief that the organizations ultimately succeeding with advanced AI solutions will be those prioritizing human-centric strategies. “Companies have a profound responsibility right now to serve broader society responsibly,” she stated. “Human relationships and genuine connections can never truly be replaced. Those that recognize this clearly will be the winners in this next chapter of technological advancement.”
