I helped create Amazon's Alexa – here's why I think businesses should embrace humanity's analogous imperfection to succeed (www.techradar.com)

UnlikelyAI founder and former Alexa contributor warns that as AI makes near-perfect writing, analysis, and support widely available, businesses risk eroding trust and genuine connection. He illustrates the "perfection paradox" with examples: recruiters rejecting flawlessly AI-generated cover letters for lacking authentic quirks, and customer-service experiences where a 23-minute human interaction left a customer feeling better than an instant AI response. Even where AI shines — the author cites Klarna’s assistant handling two‑thirds of chats — rapport and emotional resonance are often lost. To navigate an AI‑pervasive future, the author urges companies to deliberately preserve human touch at critical moments. Practical guidance includes: identify high-impact interactions (complex problems, complaints, relationship-building) for human involvement; train staff to embrace “productive imperfection” (personal anecdotes, admitting uncertainty); and measure success beyond efficiency metrics by tracking emotional connection and satisfaction. The implication for product and workforce design is clear: automate routine tasks but allocate resources to roles and experiences that leverage human authenticity. The bottom line: authenticity is becoming a competitive advantage — blending AI efficiency with human unpredictability will likely win customer trust and loyalty.