During a recent training session, one of our clients raised an intriguing question: "Should we say 'please' and 'thank you' to our AI assistants?" This seemingly simple question led to significant insights into improving the practical use of artificial intelligence within their organization.

The challenge: blurring lines between human and machine

Initially, team members frequently treated their AI assistants as though they possessed human qualities, extending politeness and emotional considerations. This anthropomorphic behavior created subtle confusion, affecting how effectively the teams utilized their AI tools.

The turning point: understanding AI as a tool

To address this, we explained the importance of distinguishing clearly between human and AI interactions. We drew upon historical examples, such as ELIZA—a simple chatbot from the 1960s that users mistakenly treated as a human psychotherapist—to illustrate how easy it is to blur these lines.

Clarity through defined boundaries

By clearly defining the role of AI as a supportive tool rather than an emotional counterpart, team members quickly set realistic expectations about what AI could and couldn't achieve. This shift eliminated confusion, improved the objectivity of interactions, and significantly reduced the time previously spent managing emotional or unrealistic expectations. Employees began interacting with AI purely as a tool, boosting their productivity and allowing them to concentrate on tasks that genuinely required human insight.

Impact on our client

Establishing clear boundaries between human and AI interactions had lasting positive effects for our client. The organization reported greater operational efficiency, clearer decision-making, and stronger interpersonal relationships among team members. With AI firmly positioned as a supportive, practical resource, team members cultivated more genuine, authentic connections with one another. Ultimately, the client gained confidence in leveraging AI strategically - recognizing it as a distinct asset to human collaboration, not a replacement - strengthening workplace harmony and overall productivity.

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