Gartner Research

Artificial Intelligence Requires IT Leadership to Use Genuine Empathy

Published: 06 April 2017

ID: G00316523

Analyst(s): Michael Maoz, Ed Thompson

Summary

Every business application that is based on an advanced algorithm is inherently skewed by the biases of its creators. Application leaders working on AI for customer-centric processes will need to use empathy as a guiding principle that governs the design and deployment of customer-facing systems.

Table Of Contents
  • Key Challenges

Introduction

  • Add Empathy to Your Organizational Culture as You Employ AI to Improve Customer Relations

Analysis

  • Develop Gartner's Four Discrete Tactical Steps, and Assign Their Responsibility to an IT Owner
  • Build a Foundation That Determines and Expresses the Right Levels of Each of the Three Components of Empathy
  • Analyze the Enterprise's Current Competency With Each Component of Empathy
  • Create User Experience Testing to Make Empathy a Part of the Design Process

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