With AI firms expanding in market value and widespread adoption, an ongoing discussion persists regarding AI’s role in displacing human workers in numerous occupations. Research indicates that roles largely involving automatable tasks will undergo changes, though some experts believe AI could also generate new employment, with any job displacement being merely transitional.
David Shim, Chief Executive Officer of Read AI, a company focused on meeting transcription and insights, informed TechCrunch during Web Summit Qatar earlier this month that even with the proliferation of AI instruments, humans will ultimately dictate the path forward, and their involvement will remain crucial. He drew a parallel between this technology and the use of navigational charts in an automobile.
“I believe there will consistently be human oversight,” Shim stated. “I envision the task becoming simpler with time. An apt analogy would be operating a vehicle. Initially, one would consult a physical map, unfold it, and assert, ‘I am navigating; I am making the decisions.’ Presently, most individuals utilize Waze or Google Maps, where the digital guide directs your route, and you merely adhere to its instructions. Yet, you remain the central human agent capable of determining the outcome.”
Shim conceded that artificial intelligence would influence employment, observing that advertising firms might shed human positions in preference for automated systems. Nonetheless, he remarked that technology platforms would require personnel to supervise the automated procedures.
Abdullah Asiri, originator of Lucidya, an emerging firm specializing in AI-driven customer assistance tools, expressed his conviction that AI would automate duties but not entire positions. He elaborated that when his firm’s patrons employ Lucidya, client service representatives frequently assume varied functions and duties. He observed that some transition into supervisory capacities, guiding both human colleagues and AI, while others undertake responsibilities in fostering client relationships and expanding business, leveraging their newly available time.
Shim from Read AI highlighted that AI-powered meeting transcription tools have liberated individuals from the manual burden of note-taking.
“No one here desires to dedicate time to transcribing meeting discussions, yet, by automating this duty, you gain additional time to concentrate on other endeavors. You can dispatch that report more promptly, or you can reply to a client with enhanced understanding to formulate superior choices, rather than expending considerable effort collecting data and having insufficient time for deliberation,” he conveyed.
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AI’s internal deployment and recruitment practices
With technology firms such as Read AI and Lucidya progressively leveraging AI instruments, they aim to maintain streamlined workforces. Presently, Read AI’s client support division comprises merely five individuals, catering to millions of monthly patrons. Shim highlighted that the corporation employs AI utilities to enhance the efficiency of a compact team and provide them with richer background information to expedite their tasks.
These enterprises are reportedly achieving significant efficiency improvements. Read AI stated that its sales application aids in forecasting the status of a transaction by utilizing data from CRM platforms such as HubSpot and Salesforce. The emerging company reported the approval of transactions valued at $200 million via this method. Shim mentioned that Read AI gathers an additional 23% context with every revision, data that can be employed to assess the efficacy or shortcomings of a prospective client interaction.
Asiri of Lucidya additionally observed that the firm employs AI instruments, Read AI among them, for conferencing and developing promotional materials. He articulated the company’s ambition to “amplify results without augmenting staff numbers.”
“The objective for any organization is to recruit individuals adept with AI, those who inherently understand and are highly proficient in its application, however, we must be pragmatic,” Asiri commented. “At present, this expertise is still evolving. It is challenging to locate numerous individuals possessing robust AI competencies, not in its construction, but in its utilization.”
Asiri remarked that individuals capable of constructing intelligent agents to assist with their duties would be more sought after for employment.
Managing client impressions regarding AI
Shim observed that merely a few years prior, numerous individuals were reluctant to permit AI note-takers during meetings and did not comprehend the presence of an automated participant on the call. Nevertheless, people are now more amenable to transcription tools, provided they are offered controls concerning recording, he added.
Asiri stated that Lucidya informs its clientele when it employs a vocal AI for communication. He added that from a user’s perspective, the successful resolution of concerns outweighs the fact that an AI agent is managing their calls.
“The core objective is to address problems, identify client difficulties, and rectify them,” Asiri articulated. “Provided that the AI agents genuinely concentrate on this aspect, clients are content when their concerns are settled. The patron genuinely remains unconcerned whether the rectification is performed by AI or a human, as long as it is accomplished swiftly and precisely.”
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