How often have you heard that humans are empathetic, whereas artificial intelligence (AI) is not? This sentence makes me cringe every time I hear it. This may startle you, so allow me to clarify.
At a multinational bank where I worked in the past, I got into a fight with my manager, Julia. In a big meeting, she brought up several items that I had privately discussed with her, which really irritated me. I went to speak with her about it after the meeting.
She became defensive, began talking over me, and raised her voice when she heard my worries. She dredged up old issues, which just made me angrier in the end. I was surprised at how unaware she was. How could she have failed to recognize the lack of professionalism in her actions? I might even have raised my voice and cut her off myself.
A few days later, feeling more composed, I wrote her an email outlining my viewpoint on the matter. After exchanging a number of emails, no explanation or apology was offered. I felt resentful after the incident, and our relationship was never fully resolved. I quit the bank after two more years of employment.
What a waste of kindness and human empathy. I’m very sure we could have moved on if Julia had apologized, acknowledged the effect her actions had on me, and given an explanation for why she told the big group my story. In the two years that followed, I also fervently hoped that she would try to patch things up between us.
In retrospect, I believe I would have performed better conversing with a robot.
Because you never hear a robot yell at you.
A robot never runs out of things to say.
You are never overheard by a robot.
A robot is never upset.
You are never interrupted by a robot.
A robot never dodges a problem that has to be solved.
I tested my theories by acting as my pupils might if they were unsure about an assignment. I visited AI.
I requested that Meta’s AI technology simulate a challenging discussion with my management over this matter. Our talk proceeded as follows:
(I):Hello, Julia. I wanted to talk about something from yesterday’s group meeting that upset me. I had personally confided in you about something that you shared. If we could discuss why it was problematic for me, I would be very grateful.
(As Julia, Meta):Although I can appreciate your viewpoint, I didn’t mean to make you feel uncomfortable. The data was pertinent to the undertaking. I admit, though, that I ought to have been more discreet or asked for permission.
(I):Thank you for acknowledging, but I require a more resolute pledge to confidentiality. How will you make sure private chats remain private in the future? I also want to sincerely apologize for the hurt that was done.
(As Julia, Meta):I truly regret disclosing private information without your consent and acknowledge your worries. I ought to have made your example anonymous. I commit to maintaining secrecy going forward and getting consent before disclosing private information. Please hold me responsible if I unintentionally violate confidentially once more. Can we proceed?
(I):I appreciate that you apologized, and I’m happy that we were able to resolve this. I am grateful for the actions you are taking. Yes, I’m prepared to proceed. I appreciate your understanding.
I could imagine this talk leading to the conclusion and closure I was seeking, even though it appears overly formal and possibly forced.
My genuine feelings were somewhat alleviated by receiving a phony apologies from a phony management during a phony meeting.
I would therefore reword the embarrassing cliché above to read, “AI has more empathy than some humans.”
AI is frequently portrayed in popular culture as Dr. Frankenstein’s heartless monster. However, AI might teach humans a few things about empathy.
Cristina E. Ciocirlan, Ph.D., is a Fulbright Scholar in the United States. She is also the Director of the International Business Program at Elizabethtown College’s School of Business and an Associate Professor of Management.
Note: Every piece of content is rigorously reviewed by our team of experienced writers and editors to ensure its accuracy. Our writers use credible sources and adhere to strict fact-checking protocols to verify all claims and data before publication. If an error is identified, we promptly correct it and strive for transparency in all updates, feel free to reach out to us via email. We appreciate your trust and support!