The Entropy of Empathy in the AI Era

The advent of AI into our daily business activities comes as both a blessing and a curse. Perhaps that’s a counterintuitive statement for a company built on a state-of-the-art predictive behavior analytics tool, however, it’s true. AI is replacing human-driven keystrokes in emails, marketing messages, and social media posts. Quantity has overtaken quality in every corner of the internet. But is it all gloom and doomscrolling? 

People are moved by emotion and they are marked by the memory of that emotion. Almost every decision that humans make is driven by emotion. The decision to buy or not buy, to associate with one brand over another, or even to quit a job or provide value to one’s employer. It’s driven by emotion, not KPIs or the latest datasets. So while leadership teams steep themselves in numbers, trends, and datapoints, the end goal they are trying to influence is moved by human experience and emotion. Humans respond to feelings.   

That is why predictive behavioral analytics stands to create a huge shift in workforce management. Anthrolytics is the best of both worlds, blending the speed and precision of artificial intelligence with the nuance of human emotion. This is arguably the most beautiful integration of artificial intelligence into the workforce — an AI tool that helps human managers detect the changing emotive actions of their employees at scale so that they can tend to realities that are affecting their employees BEFORE losing them. Anthrolytics is helping teams decrease burnout and attrition significantly while increasing workplace satisfaction for the living, breathing, feeling humans that work there. 

When the employees are well cared for, they bring that level of attention to their roles which means the customer is well cared for, too. And when the customer feels like they have been seen, heard, and attended to they have a positive brand experience and are more likely to remain loyal to that brand. The way in which employees and customers feel about a company is a brand’s ultimate currency. 

As a greater number of organizations rely on artificial intelligence to grow their output and refine their efficiencies, we will see major shifts in the way humans want to interact with brands both internally (as employees) and externally (as customers). 

As entrepreneur Sudhir Gupta wrote in a recent article for Entrepreneur Magazine, 

“If you want to future-proof your business, start training your emotional algorithm. Make empathy your KPI. Treat sincerity as a strategy. And remember: the most advanced form of intelligence is still the human kind.”

In the end, the brands that choose to use AI in a way that elevates the way they value the human experience are the brands that will win the race.