In the Media: Michael Spezio Discusses the Empathy Potential of Artificial Intelligence in Lifewire

In Lifewire, Associate Professor of Psychology Michael Spezio discussed the empathy potential—or lack thereof—of artificial intelligence (AI) programs designed to enhance customer service. These types of AI programs purportedly increase customer service representatives’ empathy levels through cues that activate when a customer becomes irritated or upset. “The ’empathy cues’ have nothing to do with empathy,” Spezio said, adding, “it’s just using human expertise in a mathematical model and then claiming that the model—built on human expertise—is intelligent. Limited machine learning approaches like this are often hyped as AI without being intelligent.”