Will AI Replace Human Negotiators?

Negotiation is a deeply human skill relying on a blend of planning, strategy, and persuasion. As artificial intelligence (AI) is adopted by individuals and businesses, there are growing concerns that the technology may replace human workers. But can AI truly replace human negotiators? 

Leighton Wilks, an associate professor (teaching) at the Haskayne School of Business with over ten years of experience teaching and practicing negotiations, discusses the opportunities and challenges of using AI when negotiating. 

The role of AI in negotiation 

AI can be useful to practice for negotiations, says Wilks. People can practice simulated negotiations numerous times using AI chatbots to help them better understand their strengths and weaknesses during the negotiation process, he explains. 

And beyond training, AI can help prepare to be at the negotiating table. Wilks says that by inputting key details and relevant figures, "AI can run facts and figures which a negotiator might need." 

While AI offers compelling advantages, optimizing the negotiation process by helping individuals practice and prepare, and is likely to become an important part of a negotiator’s toolkit, Wilks doesn’t see AI replacing human negotiators. 

The human advantage in negotiation 

Despite its benefits, AI has clear limitations in negotiation. Chatbots are helpful tools but struggle with creativity, relationship-building, and emotional intelligence, notes Wilks, making it unlikely that AI will be able to replicate these features effectively. 

“Successful negotiations are built on openness and honesty, especially in win-win situations where value is created for both parties,” explains Wilks. “Research suggests that if you don’t have trust, you’re probably not going to achieve win-win outcomes — and it’s unclear how AI can establish trust.”

In contrast, human negotiators are able to build long-term relationships by getting to know who they’re negotiating with,  establishing a rapport, and adapting to shifts in body language, tone, and conversation, he elaborates. 

As much as preparation is helpful the negotiation process, negotiations can be surprising and unpredictable. “The best negotiators can pivot when unexpected challenges arise,” says Wilks. “They are creative, have strategies and have built the relationship to navigate unforeseen complexities.” 

AI is unable to handle spontaneity, he remarks.  The technology is bound by programming constraints and would likely struggle to deal with ambiguities often present in negotiations. 

AI: the negotiators assistant 

“AI’s effectiveness depends on the quality of data used to train it and how you are prompting it,” says Wilks. If negotiators rely too heavily on AI, they risk receiving incorrect information and making flawed decisions. 

 While AI will undoubtably play a role in the negotiation process, it will assist rather than replace human negotiators. “Ultimately, negotiations require you to sit across the table from another person and getting a read on the situation, picking up on certain signals and working with the other party to achieve shared goals,” explains Wilks. 

The future of negotiation belongs to those who can integrate technology into their skillset while preserving the essential human qualities that define great negotiation.