Boosting AI Effectiveness: The Power of Human Empathy in Sales and Healthcare

Secret Technique To Boost Sales: Build Human Empathy For AI

Discussions surrounding the role of empathy in sales virtually always, understandably, focus on the importance of demonstrating empathy for the customer. As we enter an era of AI handling more and more customer interactions, a lot of research is going into how these tools can demonstrate empathy and make customers feel "heard." But there's another side to this that's getting much less attention: Humans can feel empathy for AI as well. And that experience can transform how they feel about interacting with chatbots. Two researchers in South Korea, Woo Bin Kim of Chungnam National University and Hee Jin Hur of Konkuk University, have looked into this phenomenon. In a study published in the International Journal of Human-Computer Interaction, they explained their findings. "AI chatbots' personalization and anthropomorphism significantly increase perceived competence and warmth, leading to empathy," they wrote. "This positively affects consumers' willingness to use AI chatbots." The key is for those chatbots to have "humanlike characteristics," which "affect consumers' cognitive and emotional reactions." In short, the more that interacting with a chatbot feels like interacting with a real person, the more empathy people can feel for the chatbot itself. The researchers noted that these findings have "practical value for online retailers who use AI chatbots as marketing communication tools." That includes a huge number of today's businesses. According to TechReport, more than half of B2B companies, about 58%, currently have chatbots on their sites, as do 42% of B2C companies. Other new research is backing up the idea that in human-AI interactions, empathy goes both ways. Dr. Marlynn Wei, a psychiatrist, recently wrote about similar findings in Psychology Today. "Humans do demonstrate empathy for robots and AI-powered agents, even though it may not be at the same levels as for other humans," she explained. "People are hesitant to hurt robots and are inclined to help robots find their way." Being human-like and even "expressing human emotions" can help build up that empathy. A 'Positive Emotional Cycle' For businesses that are trying to use AI for customer interactions, understanding the human side of this process is essential. By now, it's well known that customers who feel they are on the receiving end of empathy are more likely to buy. Research shows that customers trust AI tools more when they show "empathy response," and become more satisfied, loyal customers. But research also shows that people often feel that they are receiving more empathy when they themselves are also feeling empathy for the salesperson they're interacting with. It's known as a "positive emotional cycle" or a "cyclic empathic model." A study by Yuping Liu-Thompkins of Old Dominion University, Shintaro Okazaki of King's College London and Hairong Li of Michigan State University explains that "emotions of interacting parties can affect each other in a cyclic and reciprocal fashion.The key mechanisms for creating such an emotional cycle are shared emotional understanding and emotional contagion. Although artificial empathy involves an AI agent instead of a human employee, preliminary research suggests that people do sense, "catch," and adapt to emotional expressions by artificial agents." For businesses, this means using sentiment analysis to gauge not only whether customers are feeling heard, but also whether they are feeling empathetic toward the chatbot. It means training AI-powered systems to recognize a wide array of emotional cues and respond in ways most likely to evoke a positive response. Along with prizing efficiency -- that is, training AI tools to handle a problem as quickly as possible -- these tools must know to also value and prioritize empathetic expressions. Creating Customer Experiences This is also why I talk often about seeing every customer interaction as part of an experience. Anytime a customer interacts with a brand, there are multiple factors at play -- their frustrations and hopes, the problems they need solving, the mood they're already in for other reasons, and much more. The better attuned a business is to all those factors, the better it can connect with the customer and satisfy them. I have no doubt that AI can do this. At the rate we're heading, people will become so used to interacting with chatbots in a typical day that it won't seem strange for them to feel a sense of connection with one. Now is the time to start building those positive emotional cycles. The more a business does now to lay the groundwork for empathy in both directions, the stronger those experiences -- and the relationships they build -- will be for the long term.

Beyond algorithms: The role of human empathy in AI-enhanced therapy

A new study by researchers from the Psychology Department at the Hebrew University published in JMIR Mental Health has made significant strides in understanding the role of artificial intelligence (AI) in mental health therapy. Their research focuses on the delicate balance between AI-driven interactions and the irreplaceable human touch in therapeutic settings, addressing critical questions about when AI might effectively replace human therapists and when the human connection remains indispensable. Led by Prof. Anat Perry, the team has carefully defined various aspects of empathy, comparing the empathic capabilities of humans and AI. In the paper, the authors delve into how AI versus human capabilities align with the therapeutic needs, considering both the methodologies employed in therapeutic settings and the individual goals of patients. The study emphasizes the nuanced role of empathy in therapy, underscoring that while AI can simulate empathic interactions and sometimes even create the impression of understanding beyond human capabilities, it lacks the ability to genuinely connect on an emotional level, and crucially to genuinely care. Prof. Perry highlights the core of their findings, stating, "While AI can provide responses that seem empathically correct, true empathy involves an emotional engagement, and signaling of genuine care, that AI simply does not have. Our study seeks to explore this boundary to better understand when AI can be beneficial in therapy and when it cannot." The research proposes a novel hybrid therapeutic model where AI supports but does not replace human therapists. This model suggests that AI could effectively handle tasks such as initial patient intake and routine evaluations, and even assist in certain treatment modalities. However, it crucially maintains that human therapists should be involved in situations where deep empathy and compassion are required, ensuring that the therapy remains grounded in genuine human interaction. This study aligns with emerging trends in the field of mental health therapy, where technology is increasingly integrated into traditional therapeutic practices. Existing models, such as those combining cognitive-behavioral therapy (CBT) with AI-driven tools, have shown promise in enhancing accessibility and efficiency of therapy. For instance, AI applications can offer real-time feedback and personalized recommendations, complementing the therapist's role and enabling more effective treatment plans. Though much of the research remains theoretical, it raises empirical questions that are vital for the future of mental health therapy. The team calls on both industry professionals developing AI applications for mental health and academic researchers to consider these insights and the importance of maintaining human elements in therapy. These theoretical opinion papers serve as a crucial reminder of the need to carefully evaluate the use of AI in mental health therapies, balancing technological innovations with the essential human connections that form the backbone of effective therapeutic relationships. This is Perry's third paper on the topic, following a Correspondence piece in Nature Human Behaviour last year, and a Correspondence on AI, empathy and ethics published with a team of interdisciplinary scholars last month in Nature Machine Intelligence.