COVID-19 brought two kinds of crises into sharp relief. The first was clearly medical, a deadly virus that was overwhelming hospitals and filling up news headlines. The second was less dramatic but no less impactful, a sense of disconnection and anxiety as people struggled to cope with a world that had been turned upside down. But surprisingly, one technology appeared in both contexts.
AI was being used to model the spread of the virus and predict the effectiveness of different interventions, but it was also being used in the form of chatbots designed to support people’s mental health. That’s an unusual pairing, to say the least. But it also points to an intriguing question: just how broadly can a single technology be applied to divergent problems?
How AI Was Applied to Medicine During COVID-19
At the outset of the pandemic, the sheer volume of data related to the spread of the virus became almost immediate, everything from confirmed cases and hospital capacity to test results and travel patterns. With so much data to track in such a short amount of time, AI tools were enlisted to help sort through it all.
AI models were developed to predict the spread of the virus, online dashboards were used to track cases in real time, and AI-powered systems were used to identify patterns in the data that humans may not have noticed otherwise. AI wasn’t perfect in these tasks, of course. But given the need for rapid insights and the volume of data that needed to be processed, it proved to be a valuable tool in the public health response.
Why AI Was a Good Fit for COVID-19 Data Analysis
Data analysis is always a key part of public health crises, and the pandemic was no exception. The number of confirmed cases was changing daily, hospitalization rates were fluctuating by the hour, and researchers around the globe were scrambling to identify patterns in the spread of the disease before they became too widespread to control.
In that kind of situation, AI can prove particularly valuable. AI systems are well-suited to analyzing large data sets, identifying patterns in data over time, and flagging anomalies that may not be apparent to human analysts. It’s worth noting that AI didn’t solve the pandemic, nor did anyone expect it to.
However, AI proved to be particularly adept at handling the volume of data involved. When faced with millions of data points, AI tools can process that information far faster than humans. That makes AI a valuable assistant when time is of the essence, which is often the case during fast-moving public health crises.
Why People Began to Seek Out Technology for Support
The pandemic was an event that caused technology to move from being a resource for gathering information to being a source of support and connection. People began to talk to chatbots about their health, join online groups, participate in video conferencing calls, and simply open apps to find companionship.
Interestingly, no one set out to create this change, it simply occurred because the screen became our primary source of connection. Once people became comfortable seeking out technology in these new ways, expectations evolved. People no longer expected technology simply to provide information, they began to expect responsiveness, listening, and interactivity.
In my opinion, this subtle shift is easily overlooked, but incredibly powerful. As technology begins to feel conversational, as opposed to transactional, the distinction between a tool and an interaction becomes a bit fuzzier than we might acknowledge.
What AI is Capable of When it Comes to Support
AI is not a therapist, a best friend, or a substitute for human interaction, but there are a few things it can do that make support in certain situations a bit easier. First, AI is always accessible. People can ask questions, complain, or brainstorm ideas at any time without fear of bothering anyone.
While that may seem trivial, in a time of stress or loneliness, having a system that immediately responds can make a big difference. Another benefit of AI is that it is infinitely patient. It doesn’t mind explaining the same concepts over and over again, it doesn’t judge people for asking stupid questions, and it never sighs when someone needs to walk through something again.
In some instances, that patience and consistency can help people process their thoughts or feel heard in the moment. While it’s certainly not the same as human empathy, it can still play a small role in support in a world where people sometimes struggle to find someone to talk to.
What AI Cannot Provide in the Way of Support
While AI can be clever, patient, and responsive, there is still one area where it falls short when it comes to support. While AI can recognize emotional language and respond in empathetic ways, it still lacks emotional intelligence.
It does not feel what we feel, nor has it shared many of the experiences that we experience in our lives. Consider the little things. Tone of voice. Shared history. Awkward silences. All of these little nuances make human connections meaningful, and in my opinion, are impossible to replicate.
Why the Future of AI May Include Both Care and Connection
While AI continues to advance, one thing is certain: It’s not just about computing and analyzing anymore. We also need AI to communicate, to coach, and to comfort us when we are lost. The pandemic has made that abundantly apparent.
While AI has been used to model data and inform policy, it has also been used to fill some of the smallest and most personal gaps in our connections with each other.
I believe that moving forward, we will see a combination of both, AI that will care for some of the most complex systems we have such as healthcare and data analysis and AI that will connect with us in the most intimate and human ways.
Conclusion: AI Can Assist, But It Cannot Replace Humans
AI has shown itself to be an invaluable resource in a crisis. AI can process data, assist our healthcare systems in tracking illness, and even fill the gap in our connections with each other. That does not mean, however, that AI is a replacement for humanity.
There is a richness to human relationships, to empathy, and to our shared experiences that AI is not equipped to handle no matter how advanced. I firmly believe that the best way forward is to embrace AI where we can but not rely on it to carry the full burden of our humanity.
