The concept of the "empathy paradox" really stuck with me.
While AI can mimic empathy, it lacks the genuine emotional understanding that makes our interactions feel truly meaningful. I love your suggestion about using AI to manage routine inquiries while allowing humans to tackle the more nuanced, emotionally charged situations. It’s a smart way to ensure that we’re not losing sight of the REAL connections we need to create.
It's an issue I will return to, for sure. I like the way our co-editor Brianna Blacet put it in a LinkedIn comment: "Should we be trusting robots to understand the words behind the words?"
Another person told me she had the same issue. I'm sure glad they got it resolved quickly.
Hey Paul, great article that addresses so many interesting (and scary) potential ramifications of involving AI in interacting directly with customers. As you were talking about how AI could be used to be manipulative toward customers, to invoke feelings of fear or anger to entice a purchase, my cynical thought was “wow, they really would be like humans then!”
I was also thinking how companies could be using AI to assist support people in real time, showing them how to edit their responses in order to use more ‘empathic’ language. I suspect this is already happening. But couldn’t you see a near future where customers could do the same? Use AI when they contact customer support so they can more effectively communicate and get the outcome they want. We could end up with AIs talking to each other on both ends while both sides think they are talking to a ‘real’ person! Fascinating times.
Thanks, Mack. AI is as ethical as we make it. And knowing human nature, that can be a scary thing! AI is being used in customer support now. Check out what https://www.interactions.com/ is doing.
My AI biz partner, Andy O'Bryan has been writing and preach about humanizing AI for quite some time. He has book on the topic coming out soon.
Excellent. Thanks for letting me know. And let me know when his book is available.
The concept of the "empathy paradox" really stuck with me.
While AI can mimic empathy, it lacks the genuine emotional understanding that makes our interactions feel truly meaningful. I love your suggestion about using AI to manage routine inquiries while allowing humans to tackle the more nuanced, emotionally charged situations. It’s a smart way to ensure that we’re not losing sight of the REAL connections we need to create.
Thank you for sharing, Paul.
I'm glad you got that weird glitch resolved.
Happy Wednesday!
It's an issue I will return to, for sure. I like the way our co-editor Brianna Blacet put it in a LinkedIn comment: "Should we be trusting robots to understand the words behind the words?"
Another person told me she had the same issue. I'm sure glad they got it resolved quickly.
We are indeed on the same wavelength this week!
Hey Paul, great article that addresses so many interesting (and scary) potential ramifications of involving AI in interacting directly with customers. As you were talking about how AI could be used to be manipulative toward customers, to invoke feelings of fear or anger to entice a purchase, my cynical thought was “wow, they really would be like humans then!”
I was also thinking how companies could be using AI to assist support people in real time, showing them how to edit their responses in order to use more ‘empathic’ language. I suspect this is already happening. But couldn’t you see a near future where customers could do the same? Use AI when they contact customer support so they can more effectively communicate and get the outcome they want. We could end up with AIs talking to each other on both ends while both sides think they are talking to a ‘real’ person! Fascinating times.
Thanks, Mack. AI is as ethical as we make it. And knowing human nature, that can be a scary thing! AI is being used in customer support now. Check out what https://www.interactions.com/ is doing.