Empathy in AI with Rob Walker - TWiML Talk #248

Today we’re joined by Rob Walker, Vice President of Decision Management at Pegasystems. Rob joined us back in episode 127 to discuss “Hyperpersonalizing the customer experience.” Today, he’s back for a discussion about the role of empathy in AI systems. In our conversation, we dig into the role empathy plays in consumer-facing human-AI interactions, the differences between empathy and ethics, and a few examples of ways empathy should be considered when building enterprise AI systems. What do you think? Should empathy be a consideration in AI systems? If so, do any examples jump out for you of where and how it should be applied? I’d love to hear your thoughts on the topic! Feel free to shoot me a tweet at @samcharrington or leave a comment on the show notes page with your thoughts. Thanks to Pegasystems for sponsoring today's show! I'd like to invite you to join me at PegaWorld, the company’s annual digital transformation conference, which takes place this June in Las Vegas. To learn more about the conference or to register, visit pegaworld.com and use TWIML19 in the promo code field when you get there for $200 off. The complete show notes for this episode can be found at https://twimlai.com/talk/248.