The EMPATHY MACHINE

Kummer,; Kadish, David; Dulić, Vjekoslav; Najjaran,

doi:10.1109/icsmc.2012.6378078

Cited by 5 publications

(1 citation statement)

References 13 publications

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“…An early prototype of such proactive adaptive abilities is a dynamic user interface that uses CSS and JavaScript to adapt to the user's mood in real time, such as when the user is feeling frustrated with the navigation experience (Märtin et al, 2016). Other examples include automotive interfaces adapted to the driver's mood (Braun et al 2020) and ambient music tailored to emotions detected in conversation partners' facial expressions (Kummer et al 2012). As AI technology matures, such emotion-based adaptations will play an increasing role in simulating empathic concern in AI-enabled marketing interactions.…”

Section: Ai and Expression Of Empathic Concernmentioning

confidence: 99%

Artificial empathy in marketing interactions: Bridging the human-AI gap in affective and social customer experience

Liu‐Thompkins

Okazaki

2022

J. of the Acad. Mark. Sci.

100

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Artificial intelligence (AI) continues to transform firm-customer interactions. However, current AI marketing agents are often perceived as cold and uncaring and can be poor substitutes for human-based interactions. Addressing this issue, this article argues that artificial empathy needs to become an important design consideration in the next generation of AI marketing applications. Drawing from research in diverse disciplines, we develop a systematic framework for integrating artificial empathy into AI-enabled marketing interactions. We elaborate on the key components of artificial empathy and how each component can be implemented in AI marketing agents. We further explicate and test how artificial empathy generates value for both customers and firms by bridging the AI-human gap in affective and social customer experience. Recognizing that artificial empathy may not always be desirable or relevant, we identify the requirements for artificial empathy to create value and deduce situations where it is unnecessary and, in some cases, harmful.

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Section: Ai and Expression Of Empathic Concernmentioning

confidence: 99%