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Even if AI performs well at empathy, there's something people still want from a human.
My co-host Erin Wiggers on the part of her job she calls empathy, in Part 4 of 5 of our AI Readiness conversation:
"it's more of the client's perception of empathy that I think the human is always going to have an edge over, chatting with AI."
"especially when it comes to big change management, where you just want to feel like someone's in your corner. And if something goes wrong, you have somebody, a human, that you can get in touch with."
When you plan a big change, plan for who someone can reach if something goes wrong.
Where this came from
Why a Bad Process Becomes Bad Automation — AI Readiness, Part 4Watch the full conversation this clip was pulled from.
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