By @SimonCocking review of Heartificial Empathy, Putting Heart into Business and Artificial Intelligence by Minter Dial, now available on Amazon.
Heartificial Empathy looks at why and how brands should learn to flex their empathic muscle, as well as how to encode empathy in Artificial Intelligence. This book is for any business executive looking to accelerate his/her digital transformation, upgrade customer centricity, improve customer service, drive innovation or hike employee engagement. It explores specific business cases and the prominent ethical questions, all the while providing practical advice and concrete tips. It also contains loads of extra resources.
You can follow @Art_Empathy on Twitter for regular tweets about empathy.
This is an interesting concept for a book, and grew out of a blog post and ideas that the author had been kicking around. At a first take it is possible to look at the title and ask yourself what is this book about? Once you reach the introduction and realise it is considering the need, and consequent implications of AI to have a good level of empathy, you then have a better idea. On one hand this is potentially something to then scratch you head about. Can AI have empathy, and how would we feel about that? Quite quickly though, you then cross reference this question with current levels of customer service that we receive from humans. The opportunity is already clearly here for AI to do customer service better than many humans we have to deal with. Therefore it then becomes a logical step to wonder, hope, understand, why you then might want the AI to have the right level of empathy in its dealings with us. And again you loop back to current levels delivered by humans, and with the bar so low, we are potentially pushing on an open door.
It is not so long ago that we reviewed Minter’s last book and it did seem soon to have another one come along. But, as mentioned, when something grows out of a blog post, sometimes it has a more organic genesis, following its own internal questions to be asked, and attempted to be answered. To spell out the reason why this area could be super important Dial has also got a great quote from someone else who Irish Tech News is a big fan of …
“Empathy will be the key competitive advantage of the 21st Century… Dial illustrates how we can industrialise meaningful solutions for human happiness” Nell Watson, AI and Robotics, Singularity University.
This concise book does not necessarily have all the answers, but if you are looking for something that is thought provoking, and super relevant for preparing your business to be viable and battle ready for the future, then this is a great and timely book to read.