The article argues that the frequent failures of AI, such as bias and lack of emotional intelligence, stem from a disregard for empathy in design. Instead of solely improving algorithms, designers should focus on creating systems that understand and address human emotions. For instance, delivering sensitive information with compassion can significantly impact user experience and trust. The call for empathy goes beyond jargon; it's about fundamentally rethinking how technology interacts with people and their emotions.
We're building systems that make life-or-death decisions, and we're designing them for efficiency and precision. The emotional aspect is often overlooked, compromising human trust.
Imagine a patient portal that delivers test results with all the warmth of a parking ticket: 'Abnormal results detected. Schedule follow-up appointment.' That's it.
The second version doesn't require advanced AI or breakthrough algorithms. It requires that the system design genuinely cares about how another human being might feel.
Empathy has become one of those words that gets thrown around, but its essence is simple: Treat others as you'd want to be treated.
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