Responding with empathy online

I have recently been working on a project to help program a chat-bot’s auto-responses. A common concern about using artificial intelligence is whether their responses lack empathy in comparison to human responses and whether this will impact customer service. (I should say at this juncture that the sophistication and nuance of conversation that some chat bots have is truly excellent)

This project made me reflect on whether as humans we put enough thought into responding with empathy when we interact online. It’s so easy to forget the people behind the screens or be distracted by our own feelings or agendas. It can also be hard to respond appropriately when we feel awkward or ill-equipped to do so. I hope this guide will help you if you have ever felt this way.

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Be the solution, not the problem

“There is no more neutrality in the world. You either have to be part of the solution, or you’re going to be part of the problem.” Leroy Eldridge Cleaver, Black Panther Party

Last year I wrote an article on LinkedIn called “It’s time to tackle the isms.” It’s an inarguable fact that we¬†live in a world with many problems. So from the state of the environment to the state of society, how can your business make a positive difference?

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