AI Empathy Is Getting Spooky Good—But Will It Ever Actually Care About You?

AI empathy is a wild mix of brilliance and limitation. Sure, AI can sound *kind of* human these days, but is that enough to make customers feel heard? Not quite.

A while back, I found myself stuck in a customer service nightmare. You know the kind—trying to get a refund from an airline chatbot that just wouldn’t budge. Every response started with, "I understand your frustration," but it was clear this bot didn’t get me at all. Instead of solving my issue, it just kept looping me back to some FAQ page like a broken record.

That’s when I realized: AI empathy is a wild mix of brilliance and limitation. Sure, AI can sound kind of human these days, but is that enough to make customers feel heard? Not quite ...