Gartner Research

China Summary Translation: 'Artificial Intelligence Requires IT Leadership to Use Genuine Empathy'

Published: 28 September 2017

ID: G00337086

Analyst(s): Michael Maoz , Olive Huang


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



Artificial Intelligence Requires IT Leadership to Use Genuine Empathy

  • Key Challenges
  • Recommendations


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


  • 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

Gartner Recommended Reading

©2021 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates. This publication may not be reproduced or distributed in any form without Gartner’s prior written permission. It consists of the opinions of Gartner’s research organization, which should not be construed as statements of fact. While the information contained in this publication has been obtained from sources believed to be reliable, Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartner research may address legal and financial issues, Gartner does not provide legal or investment advice and its research should not be construed or used as such. Your access and use of this publication are governed by Gartner’s Usage Policy. Gartner prides itself on its reputation for independence and objectivity. Its research is produced independently by its research organization without input or influence from any third party. For further information, see Guiding Principles on Independence and Objectivity.

Already have a Gartner Account?

Become a client

Learn how to access this content as a Gartner client.