Organisations must allow humans to take over beyond AI’s reasoning capabilities, says Suman Reddy of Pegasystems

If we want humans to trust artificial intelligence (AI), then we need to incorporate empathy, which is at the heart of ethics issues related to AI systems, says Suman Reddy, Managing Director, Pegasystems, India.

As businesses attempt to improve customer service, many use AI to help make customer decisions faster, cheaper and more intelligently. “They are also using chatbots or intelligent virtual assistants to streamline conversations by taking over routine customer queries. However, in their quest to personalise interactions and reduce interaction times, the human touch is being eliminated,” Reddy told Business Line.

Eventually, customer service becomes impersonal, inefficient, and does not adapt to the customer context, he points out.