For Sarah Franklin, CEO of $3 billion employee performance platform Lattice, the word “balance” is key – especially as companies adopt AI.
Speaking at SXSW London and in a follow-up interview with TechCrunch, Franklin emphasized the need to blend AI innovation with a people-first mindset. “We put people first,” she said, noting that while Lattice is building AI-powered features, it’s not aiming to replace workers.
Franklin warned against using AI purely for cost-cutting, arguing that it can erode customer trust. “Are you building for the success of the AI, or for the success of people and your customers?” she asked.
Lattice has launched an AI HR agent that offers proactive insights and assists in one-on-one meetings. Clients can also create custom agents. But Franklin insists on human oversight, calling it “regular checks and balances” for the digital age.
She also highlighted the need for transparency, accountability, and clear purpose when deploying AI. “Otherwise, we are in service of the AI, versus the AI being in service of us,” she said.
Franklin believes the real winners in this AI era will be companies that prioritize human connection. “Human connection cannot be replaced,” she said. “We all have a responsibility to make sure we’re doing this for the people of society.”
