Balancing Empathy and AI: Preserving Humanity in the Utility Analytics AI Journey
As AI continues to transform the utility industry, how do we ensure humanity isn’t left behind? Utility analytics professionals seek innovative ways to leverage artificial intelligence (AI) to enhance reliability, operational efficiency, and customer service. This new approach may start to overshadow the emotional intelligence people bring to drive creativity, trust, and innovation in their work. The mentality to get more work done faster can remove individuals from the equation when connecting with each other might be the best solution.
The Need for Balance
AI can improve efficiency, analyze data, automate processes, and generate ideas. However, even with the best prompting, most of AI’s output is still for human consumption. AI can generate a lot but cannot understand the emotional approach to solving challenges. This emotional connection that people possess still needs to be leveraged to connect to the person who receives the information or output of AI.
Strategic Empathy
Understanding how AI will affect our teams and organization as it relates to people will drive a greater need for empathy in our workplaces. The creators of these new tools and approaches must explain and share the knowledge of how AI will become a robust assistant in current tasks. AI can assist with routine tasks like reporting, forecasting, or data entry, freeing employees to build stronger, more meaningful connections with colleagues, field crews, and customers. This shift allows us to focus on work that truly requires a personal touch—bringing empathy, insight, and care to the complex challenges that define the utility industry.
Leadership in an AI World
Leaders must recognize AI’s impact while emphasizing humanity’s role in building stronger customer connections. They should guide employees on AI’s benefits, empowering them to use these tools to enhance their work, serve customers better, and strengthen teams.
Skills critical for success in the integration of AI include:
- Emotional intelligence to explain AI outputs and their connection with employees.
- Empathy to understand and address the challenges AI solutions aim to solve.
- Adaptability to embrace and work with new tools in a rapidly changing landscape.
- Collaboration among team members to help each other upskill and succeed in an AI-driven world.
For the Future
Utilities must remain focused on the human element within their organizations as they advance the use of AI to drive success. Like every tool before them, AI outputs are still created for people. These machines were created for efficiency, from horses to cars, typewriters to computers. Today is no different: it still takes personal insight and subject matter expertise to determine whether AI-generated results are truly valuable and meaningful in the workplace.
We must empathize with employees and customers in this ever-changing landscape and prepare them for how AI will help each person upskill for the future and demonstrate the need to strengthen their soft skills to build greater personal connections. AI will keep evolving, but our capacity for empathy will always make us uniquely human — and uniquely prepared to lead.
About the Authors
Carol Bogacz
With over 29 years of analytical experience, Carol is a recognized industry leader known for transforming complex challenges into innovative, data-driven solutions. She brings deep technical expertise and strategic insight to every engagement, guiding teams through the full delivery lifecycle—from discovery and analysis to solution design, implementation, and value realization.
Carol is a Top 25 Thought Leader in Utility Analytics, as recognized by the Utility Analytics Institute, where she also serves on the Board. Her passion for advancing the industry extends into the classroom, where she has spent more than 20 years as an Adjunct Professor of Mathematics and Statistics, shaping the next generation of analytical minds.
She holds a Bachelor of Arts in Mathematics from Truman State University and a Master of Science in Statistics from Iowa State University. Carol is also a certified Prosci® Change Management Practitioner.
Driven by a deep belief in the power of data to inform, connect, and inspire, Carol is dedicated to bridging the gap between information and action. As a consultant, educator, and mentor, she empowers organizations and individuals to lead with clarity—through innovation, strategic thinking, and collaborative leadership.
Lee Orrison
As a person passionate about storytelling, Lee specializes in helping teams and clients transform complex ideas into compelling visual narratives. With a BFA in Graphic Design and training in design thinking, he thrives at the intersection of creativity and strategy, assisting with workshops, reports, and presentations that engage and inspire.
Internally, he focuses on consulting enablement, equipping colleagues with tools and strategies to craft stories that resonate with our clients. Externally, he facilitates engaging workshops to unlock fresh ideas and bring stories to life. What drives him is seeing others succeed in sharing their message. Whether it’s a client unsure how to tell their story or a colleague refining a presentation, Lee is dedicated to empowering others to communicate effectively and meaningfully.
