The TWIML AI Podcast (formerly This Week in Machine Learning & Artificial Intelligence) Empathy in AI with Rob Walker - TWiML Talk #248
Apr 5, 2019
Rob Walker, Vice President of Decision Management at Pegasystems, shares his expertise on the importance of empathy in AI. He discusses how empathy enhances customer engagement and differentiates it from ethics. The conversation explores the integration of empathy metrics into AI decision-making, balancing profitability with customer welfare. Walker also highlights the impact of irrelevant engagements on brand reputation and the emerging role of a chief empathy officer in corporate structures.
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AI for Customer Engagement
- Rob Walker focuses on making AI practical for large enterprises, especially in customer engagement.
- He emphasizes the importance of not just the capabilities of AI, but also its trustworthiness and responsible implementation.
Empathy in AI
- Walker discusses the growing importance of empathy in AI, particularly in customer interactions.
- This stems from a broader interest in AI ethics and mitigating potential risks associated with AI.
Practical Empathy
- Walker clarifies that his focus is not on Artificial General Intelligence (AGI), but on practical applications of AI in customer engagement.
- He defines empathy in this context as ensuring AI interactions are relevant, appropriate, and mutually beneficial.