The Business Value of Diversity in the Era of AI
By Marion Davis
In last month’s article, I discussed common trends in the business argument for corporations that continued to champion diversity, equity, and inclusion (DEI) despite divided perspectives among the general public. One point that business leaders frequently mentioned was the value of the human factor. Microsoft especially highlighted this value and the greater significance of human diversity in the era of artificial intelligence (AI). While some people lament the presence of AI and see it as a threat to human labor, others recognize that the way we work will simply change. As an early estimate, the World Economic Forum predicted prior to January 2024 that AI would replace 85 million jobs by 2025 with the increase in automation. However, a common thread of thought among workers has been that AI will replace replaceable jobs—although there are many arguments as to what labor is truly replaceable, such as the quality of copywriting by AI versus humans.
Rather than dwelling on debates as to what specific labor is replaceable by artificial intelligence, this article will explore what elements present in a human workforce cannot be initiated by artificial intelligence but rather enhanced. While we may commonly see terms like "predictive analysis" in the context of AI, there is also value in human unpredictability, which we can term spontaneity. AI often gets stuck in predictable loops, following logic pathways rather than making spontaneous connections on its own. There is also value in true emotional empathy which AI cannot experience. In the following sections, we will look deeper at spontaneity as far as logic pathways in the human mind, emotional empathy as experienced by humans, and how diversity among company talent further enhances the presence and value of the human factor within corporations.
The Irreplaceable Elements of the Human Factor
Beyond spontaneity, the human factor contributes uniquely to businesses through traits such as empathy and spontaneity which naturally lead to innovation and creativity. While artificial intelligence can mimic spontaneity, it cannot produce true spontaneity. Similarly, while AI can mimic empathy, the technology cannot experience or genuinely express this cognitive and emotional process.
Current human resources literature emphasizes that corporations can stay ahead of the curve in a competitive era with artificial intelligence by enhancing soft skills among employees. Thus, diversity within a company’s talent becomes an invaluable asset. In a 2018 report highlighted in Forbes, companies with above-average diversity had 19% higher innovation revenue compared to companies with average levels of diversity. These higher levels of innovation revenue are often tied to diverse team members being aware of more market opportunities and being able to drive success through empathy, creativity, and personal connections with a more diverse consumer base.
Empathy and Spontaneity as the Foundation of Innovation and Creativity
Empathy and spontaneity form the bedrock of human innovation and creativity. These elements are both qualities that AI fundamentally lacks.
Empathy is the ability to feel and understand the emotions of others and is a distinctly human trait that promotes genuine connection and trust. Empathy allows businesses to create products and services that resonate with consumers, tailor customer interactions with emotional intelligence, and build cohesive teams where individuals feel valued. While AI can mimic human empathy, it cannot experience true empathy.
On the other hand, spontaneity is a scattered logic pathway that AI cannot follow although randomness can be programmed. While AI is programmed to function within set parameters, human thought operates with fluidity, allowing individuals to make intuitive leaps, connect seemingly unrelated ideas, and innovate in ways that defy structured reasoning.
Together, empathy and spontaneity fuel the creative process. A team that can deeply understand consumer needs (empathy) while rapidly iterating on new ideas in unexpected ways (spontaneity) is far more innovative than a rigid, algorithm-driven system. These human attributes enable businesses to stay ahead in an AI-dominated world, proving that while AI can enhance efficiency, the heart of progress remains deeply human.
Spontaneity as a Competitive Advantage That AI Cannot Replicate
While current AI systems can exhibit behaviors that appear spontaneous, they do not possess true spontaneity in the human sense. AI functions based on programming and data-driven decision-making whereas human spontaneity arises from emotions, subconscious thoughts, and lived experiences that drive reactions in unpredictable ways. Spontaneity is a key value point which can lead to the discovery of disruptive solutions and the creation of innovative approaches.
AI can generate unexpected responses by leveraging randomness and diverse training data, improvise in conversations by adapting to context and tone, and mimic creativity by producing novel ideas, jokes, or stories. However, at its current level of capability, artificial intelligence fundamentally lacks genuine impulse, emotions, and personal experiences. AI’s so-called spontaneity is more akin to a well-timed prediction rather than a true, unplanned reaction.
The Business Value of Spontaneity
Spontaneity in business can be a powerful tool for innovation, adaptability, and engagement. The human behavior of being spontaneous enables companies to be agile, creative, and responsive to market shifts. While artificial intelligence can enhance human value and take these spontaneous thoughts a step farther, the immense value of the human presence in the workforce is undeniable. Fine-tuning input in the form of the value of the human factor is a foundational aspect of business strategy as artificial intelligence can only mimic aspects of human behavior but not genuinely produce these.
Spontaneous thinking can lead to breakthroughs by connecting ideas in unexpected ways. It allows for creative risk-taking, leading to the development of new products, services, or strategies. AI may analyze historical data, but it lacks the ability to make intuitive leaps or truly think outside the box. Many discussions on artificial intelligence regarding accessibility for the disabled community contain divisive perspectives such as the idea that the rise of AI will accelerate either the inclusion or exclusion of disabled individuals. In reality, there are many different types of AI. Some are inaccessible to some disabled individuals due to factors such as lack of proper planning on digital accessibility as well as lack of recognition of the immensity of the disabled consumer group. However, we can recognize that AI can increase workplace accessibility in many ways such as in more effective speech-to-text and writing capabilities for employees with disabilities that impact how quickly or how much they can speak or write while still allowing these employees to prompt the AI from a human starting point. People with disabilities are known to be creative problem solvers–often a skill developed through daily practice. A full-time wheelchair user will constantly encounter barriers where they must think through how to get from Point A to Point B in an inaccessible environment. Additionally, when looking at race, past research found correlations between race and different types of traumatic events where these childhood and adult experiences dramatically impacted the type of creative expression used. Ultimately, our goal as a society is to keep improving accessibility and equity, but for now, those creative problem-solving skills developed through hardship are gold.
In marketing and customer interactions, spontaneity creates genuine moments that feel personal and engaging, making brands more relatable and memorable. AI-generated customer service responses may be helpful, but they might lack the human warmth and adaptability that develop deep customer relationships. Anyone who uses a generative AI model like ChatGPT enough will typically note that the AI often reaches a point of looping on the same ideas until human creativity prompts the AI with new information or a sudden thought. The introduction of this spontaneity coming from the perspective of diverse team members adds value upon which the AI can build.
Businesses that embrace spontaneity can pivot quickly in response to opportunities or crises rather than being stuck in rigid, pre-programmed paths. Spontaneous decision-making, based on human intuition and real-time assessment, allows businesses to navigate uncertainty with confidence.
Emphasizing the importance of a strong workplace culture and team dynamics for these soft skills to thrive, corporations can encourage spontaneous contributions in a psychologically safe environment. Doing so ensures that employees feel heard and valued, leading to higher engagement and productivity. When employees can express spontaneous ideas and challenge assumptions, businesses benefit from a culture of continuous learning and growth.
The Role of Human Diversity in Spontaneity
Diversity among human talent enhances spontaneity by broadening the pool of experiences, thought patterns, and perspectives that drive unexpected insights. Different backgrounds, cultures, and ways of thinking lead to more varied and creative ideas, unscripted collaboration, and greater resilience and adaptability.
More specifically, people from different backgrounds bring unique angles to problem-solving, challenging conventional thinking and promoting innovation. Diverse teams can question each other’s assumptions, leading to more dynamic discussions and more effective solutions. Additionally, when multiple perspectives are present, teams can respond more effectively to change, leveraging different viewpoints to navigate uncertainty.
Organizations that harness spontaneity through diversity create a competitive advantage that AI alone cannot replicate. Human diversity ensures that problem-solving is approached from multiple angles, preventing businesses from becoming stagnant or overly reliant on algorithmic decision-making.
Empathy as a Competitive Advantage That AI Cannot Replicate
Empathy, like spontaneity, is an irreplaceable human trait that plays a crucial role in business success. It is the ability to understand and share the feelings of others, a skill that AI cannot genuinely replicate. While AI can analyze sentiment or recognize emotional cues, it does not feel emotions, making its interactions inherently transactional rather than deeply meaningful and relational. At the same time, just because humans can engage in certain behaviors that AI cannot does not mean that humans are utilizing this competitive advantage. As the below sections will describe, research has shown that some humans will regularly avoid empathy due to the cognitive and emotional work of sharing in others’ emotions and instead engage solely in transactional and superficial communications styles to avoid the hard work of relational communication. Not only is there an opportunity for empathy development among human talent to compete with artificial intelligence, there also is an opportunity to gain an edge on competitors by training human talent further on uniquely human factors.
The Business Value of Empathy
Empathy enables businesses to create stronger connections with employees, customers, and stakeholders by building trust, engagement, and loyalty. This element of the human factor plays a key role in multiple business functions. As an interesting point of note, research has repeatedly shown that many respondents answering surveys about test experiences from consumer interactions to psychotherapy interactions rated AI responses as more empathetic than human responses. However, this only occurred when the respondents did not know that AI was providing the response. When the respondents knew when they were receiving a response from AI or from a human, they tended to rate the two as equivalent in empathy.
Considering the growing recognition of the need for soft skill development, corporations can potentially see this as a point of growth where humans would prefer a high level of empathy from other humans, but AI is learning to mimic empathy where many modern-day humans are not learning how to practice empathy in a sustainable way and how to build upon these skills. Research suggests that empathy is not an innate trait but one that can be cultivated, particularly through exposure to diverse perspectives and the adoption of an other-oriented response style, which prioritizes understanding others' experiences without becoming emotionally overwhelmed. However, the modern workplace communication environment has increasingly leaned toward transactional exchanges as seen in many articles on the topic—quick, efficiency-driven interactions that often lack depth and emotional connection.
As artificial intelligence will naturally engage in more transactional conversational styles, this creates a greater demand for relational communication styles among humans. For example, if a person prompts ChatGPT to do something or to respond in a certain style, ChatGPT will respond accordingly. As a disabled woman, I have at times been brought on to work with all-male marketing agencies as they struggled to meet the needs of women clients. It quickly became apparent that the male marketing consultants were engaging in transactional communication styles that missed key client needs. For example, a client might request that the marketing consultant complete Task A because she is overwhelmed with trying to manage a marketing campaign on the side alongside her full-time job. Rather than taking on a relational communication approach which notes the subtext here of a potential request for help with addressing overwhelm first while providing reassurance and tabling Task A until the foundation was prepared, the transactional communication style of the project manager in one case led to him simply responding to these longer please for help with a simple okay in reference to completing Task A. Likewise, ChatGPT, unless prompted to consider subtext and respond beyond the simple ask, will do exactly what it is told.
Studies indicate that when people perceive empathy as cognitively or emotionally taxing, they may opt out of engaging in it altogether, leading to a decline in meaningful, human-centered interactions. This shift toward efficiency over connection may partially explain why AI-generated responses, which simulate empathy without experiencing emotional fatigue, are sometimes rated as more empathetic than human responses. As transactional communication styles become more prevalent over relational communication styles, businesses that consciously promote authentic empathy in their interactions will stand out, building trust and long-term loyalty with customers and employees alike. However, a unique advantage here is teaching employees how to show authentic empathy in a relational communication approach with skills for preventing emotional exhaustion.
To prevent burnout, managers and employees should learn not only empathy skills but sustainable empathy. Sustainable empathy focuses on approaches to engaging in the hard work of sharing others’ emotions while at the same time learning and developing internal boundaries. More specifically, we can take the time and put in the effort to share others’ emotions with them without taking on their emotions as our own. We can recognize what is theirs and what is ours. As an example, if we take off an afternoon to help a friend move a couch, we shoulder this sofa-sized burden with them for an afternoon. We spend our time and energy, but at the end of the day, we go home and we recognize that this couch is theirs and not ours. These friends can navigate future moves on their own or seek support when truly needed, without relying on the same individuals each time. Just as we don't take their couch home with us, in the workplace, we can practice empathy by acknowledging others' challenges without internalizing their stress or problems as our own. Leaders who emphasize sustainable empathy when training employees to engage with customers and colleagues present a way forward that provides support without depleting emotional reserves.
Companies that prioritize empathy in customer interactions create stronger relationships, leading to higher customer satisfaction and brand loyalty. Empathy allows businesses to anticipate customer needs, provide personalized solutions, and handle conflicts with understanding rather than rigid adherence to scripts.
Leaders who demonstrate empathy create more engaged and motivated teams. Employees feel valued and understood, leading to greater job satisfaction and productivity. A culture of empathy promotes open communication, psychological safety, and collaboration, all of which drive innovation and adaptability.
Empathy allows businesses to see beyond data and understand real consumer pain points. This depth of understanding fuels human-centered innovation, enabling companies to develop products and services that truly resonate with diverse customer bases.
Ultimately, empathy is a crucial skill in navigating workplace conflicts, stakeholder negotiations, and high-pressure decision-making. Being able to recognize and address emotions effectively leads to stronger, more cooperative relationships and sustainable business agreements.
The Role of Human Diversity in Empathy
Just as diversity enhances spontaneity, a range of backgrounds among talent also plays a crucial role in bringing empathy as a developed skill within organizations. A diverse workforce brings together individuals with varied backgrounds, experiences, and perspectives, enabling businesses to better understand and relate to a broader customer base. Employees from different cultural, socioeconomic, and personal backgrounds offer unique insights into consumer pain points, allowing businesses to design more inclusive products and services.
Empathy in diverse teams is further strengthened by the ability to engage in meaningful dialogue. When employees are exposed to different worldviews and lived experiences, they develop a more profound ability to understand and connect with others. This creates a workplace culture that values emotional intelligence, collaboration, and adaptability, all of which are essential for long-term business success.
Additionally, diverse teams are better equipped to navigate complex, globalized markets. Companies that invest in diverse perspectives can anticipate customer needs more accurately and create marketing strategies that resonate authentically with various demographics. Research has consistently shown that businesses with inclusive cultures outperform their competitors in employee engagement, innovation, and customer loyalty.
Ultimately, human diversity ensures that organizations cultivate a level of empathy that AI can never truly replicate. By leveraging diverse perspectives, businesses can create authentic and meaningful connections that drive success in an increasingly AI-driven world.
The Future of Business with AI and Human Talent
As AI continues to evolve and reshape the labor market, the businesses that thrive will be those that recognize the irreplaceable human factors of spontaneity, empathy, and diversity-driven creativity and innovation. While AI can enhance efficiency and automation, technology cannot currently replace the depth of human intuition, adaptability, and creative thinking. The key to success in the AI era is not to compete with AI on tasks it performs well but to leverage human strengths that AI cannot replicate.
Spontaneity, an innate aspect of the human experience and further present in many forms within diversity, will remain a cornerstone of innovation and business resilience. Organizations that develop a culture of spontaneous creativity and diverse perspectives will lead the way in defining the future of work. The path forward is clear: rather than fearing AI, businesses must invest in human ingenuity, ensuring that their workforce remains the driving force behind progress in an increasingly automated world.