Lattice pushes human-first AI balance in HR software as CEO speaks at SXSW London
Lattice, the $3 billion employee performance software company, doubled down on putting people over AI at SXSW London. CEO Sarah Franklin stressed the importance of blending AI with human workers—not replacing them.
Franklin warned that chasing short-term cost cuts by swapping workers for AI could backfire. Customers want trust and transparency, not just efficiency. 
She called trust “the most important currency” for startups using AI.
“It’s important to ask yourself, ‘Are you building for the success of the AI first [or are] you building for the success of the people and your customers first?”
“It’s good to have efficiency, but you don’t want to trade out trust.”
“Otherwise, we are then in service of the AI versus the AI being in service of us.”
Franklin outlined key rules for AI use: transparency with employees on what AI does, narrow AI applications, and keeping humans accountable for AI decisions.
Lattice has already rolled out an AI-powered HR agent delivering proactive insights and assisting during one-on-one meetings. Clients can build custom AI agents tailored to their businesses.
She told TechCrunch human oversight is a must.
“It’s a way to just have the regular checks and balances that we’re used to in our workforce,” Franklin said.
Her message is clear: the AI winners will be the companies sticking to people-first guardrails. Franklin summed it up like this:
“We all have a responsibility to make sure that we’re doing this for the people of society.
Human connection cannot be replaced, and the winners are going to be the companies that understand that.”
