The Impact of AI on Human Services: Lessons from Wayfinder Family Services

On March 20, 2026, Wayfinder Family Services hosted its annual event titled 'The Conversation', which focused on a pressing question of our time: Why do Human Services still matter in the era of Artificial Intelligence?

This important discussion took place in downtown Los Angeles and featured a distinguished panel, including Dr. Maja Matarić, a respected professor at the University of Southern California and a trailblazer in socially assistive robotics. Accompanying her was Dr. Dawn Vo-Jutabha, the Chief Operating Officer of Wayfinder Family Services. The discussion was moderated by Pete Kinser, co-founder of ThinkWyn.

Dr. Matarić shared insights based on decades of research, advocating for the idea that technology should enhance rather than eliminate human interaction. She highlighted the significance of a recent clinical trial funded by the NIH that investigated AI-assisted cognitive behavioral therapy. The findings revealed that while AI could offer short-term relief, it fell short of providing lasting improvements in mental health. Matarić emphasized, "That is exactly why people need people. We don't truly understand how much we rely on each other."

Dr. Vo-Jutabha added her experiences from Wayfinder’s various programs aimed at aiding adults with visual impairments. One example she provided illustrated the time-intensive process of building trust with a student who needed to adapt to using a white cane. She recounted how an instructor, keenly aware of a student’s anxiety about using a stove, instinctively switched to a hands-on teaching approach without needing to be prompted. Vo-Jutabha said, "That was intuition. Empathy and trust are core elements of our work. The genuine understanding that activates change in us cannot be replicated by AI like ChatGPT."

Both panelists called for a human-centered design in technology development, advocating for innovations tailored to serve the most marginalized communities. This approach, they insisted, would benefit the wider society.

The panel discussion also gave due recognition to organizations and individuals who are champions of the cause, including the Kirchgessner Vision Foundation and Linda Myerson Dean, vice chair of Wayfinder's board of directors. Jay Allen, the president and CEO of Wayfinder Family Services, expressed his commitment to raising awareness about the critical challenges in human service. He concluded, "This year's conversation has filled me with hope that technology can enhance, not replace, the human touch in service delivery."

Conclusion

Wayfinder Family Services continues to stand at the forefront of addressing the needs of individuals facing significant challenges. Their commitment to providing expert and customized support extends through a range of services, from child welfare to programs addressing visual impairment and disabilities, to mental health services. As we navigate an increasingly AI-driven world, the insights shared at this event remind us that human connection remains irreplaceable in the frameworks of social service. As Dr. Matarić succinctly put it, understanding our interdependence is crucial; thus, we must ensure that technology serves to deepen, not diminish, our human connections.