THE EMPATHY ILLUSION: WHY AI'S PERCEIVED HUMANITY MATTERS MORE THAN ITS REALITY

Was Pinocchio a real boy all along, even though he was made of wood? And if not, why did everyone love him? It could be argued that what was really important was the feelings that he evoked in others. Could that be true for AI, too?

Luke Treglown

We have been so blinded by stories of AI making us more productive, effective, efficient at work that we have completely missed the bigger disruption that AI is already having: the ability to be “human” at work. It is difficult to have any conversation at the moment without someone mentioning ChatGPT, AI, and large language models (LLMs). It is simply everywhere and is becoming engrained in how we operate; 93 per cent of Gen Z workers admit to using AI every day as a part of their jobs (Independent article from November 2024). But LLMs are not just tools or algorithms that help us answer emails in a softer tone; they are conversational actors, capable of mimicking human qualities like personality and empathy. Yet we remain somewhat oblivious to the…

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The European Business Review (Digital) - 1 Issue, March/April 2025

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