Lattice CEO Emphasizes Human Balance in AI Adoption

Sarah Franklin, CEO of the employee performance software company Lattice, champions the concept of balance when it comes to integrating artificial intelligence in the workplace. Speaking at SXSW London and in an interview with TechCrunch, Franklin emphasized that while AI offers exciting opportunities, it must not come at the expense of human employees.

Lattice, now valued at $3 billion, has begun adopting AI and automation features designed to augment human workers rather than replace them. Franklin warns that replacing employees with AI might reduce costs in the short term but risks alienating customers and eroding trust.

She poses a critical question for companies: "Are you building for the success of the AI first, or are you building for the success of the people and your customers first?" Franklin stresses that trust is the most valuable currency for startups and founders, and it must never be sacrificed for efficiency.

Transparency, accountability, and responsibility are key principles Franklin advocates for when implementing AI. She insists that employees should understand how AI tools function, that AI applications should be narrowly focused, and that humans must remain accountable for AI’s outcomes.

Franklin warns against a future where humans serve AI rather than AI serving humans, emphasizing the need for regular checks and balances familiar in traditional workforces.

At Lattice, AI is used to create HR agents that provide proactive insights and assist employees during one-on-one meetings. Clients can also build custom AI agents tailored to their business needs, ensuring AI tools enhance rather than replace human interaction.

Ultimately, Franklin believes the companies that succeed in this AI era will be those that put people first, preserving human connection and trust as the foundation of their AI strategies.