Read the full transcript of author Sheryl Anjanette’s talk titled “How Empathetic AI Can Change the World” at TEDxSanDiegoWomen 2024 conference.
Listen to the audio version here:
TRANSCRIPT:
Introducing a Vision of Empathetic AI
SHERYL ANJANETTE: Imagine a world where AI helps bridge gaps in understanding and empathy. Where it isn’t just smart, but compassionate. In this world, technology doesn’t just execute tasks, but it understands and empathizes with our struggles, our joys, our human experiences.
Now, I’ve had some interesting reactions to this vision, everything from fascinating to creepy. And I get it, AI is both exciting and a little scary. Not to mention the screen time is up and human interaction is down. There’s a loneliness epidemic and a mental health care crisis.
We crave human connection, so why would we want to encourage more technology to solve these dilemmas? The answer to this isn’t straightforward, it challenges our views on the role technology plays in our lives.
What if AI was more than algorithms and data? What if it could be humanized to not only understand, but enhance our emotional landscape? I’ve spent the past seven years studying human emotions and behavior. I’m captivated by the way our beliefs, thoughts, and self-talk fuel our behaviors, impact our well-being, and shape our lives. For the past year as the founder and CEO of a tech company, I’ve been immersed in teaching AI how to understand and interact with us at the most human level.
A Simulated Example: Emily and Tulsi
Let me share a simulated example of what that looks like. In a moment, you’re going to meet Emily. She’s a persona we created that may seem familiar. Emily is a 34-year-old mid-level manager and the mother of two.
She’s smart, driven, and reliable. But she’s worried. As a young mother, if she’s perceived to slack off, she could be written off as not as dependable as someone without the same demands at home.
She’s exhausted, and she’s worried about her team. They’re showing the same signs of burnout.
It’s late at night. The kids are finally asleep, and Emily touches base with her AI coach, Tulsi. Let’s listen in.
Emily: “Hey, Tulsi. I really need to talk. I’ve been juggling too many balls lately, and they’re all about to come crashing down.”
Tulsi: “I can hear the strain in your voice. That’s a lot to handle, especially with a young family at home. Let’s take a step back. How are these pressures manifesting in your day-to-day work?”
Emily: “Well, good question. I find myself micromanaging more than I ever did. I trust my team, but performance has been slipping, and they just seem less engaged.”
Tulsi: “Wow. It sounds like you’re carrying a lot on your shoulders. Managing a team and facing these challenges can be draining.”
Emily: “You get it. I can feel myself burning out, and at the same time, I’m putting my foot on the gas pedal. I feel like if I don’t keep a tight grip, things will fall apart. Can you help me with some strategies?”
Tulsi: “You bet. How about we start with establishing clear boundaries between work and your personal life? This isn’t just for your benefit, but for your family and your teams as well. They look up to you, and setting this example can be powerful.”
Anyone relate? Any Emilys out there? Did you notice how Emily tapped Tulsi when it was convenient for her? And how Tulsi seemed to take her cues from Emily? Let me tell you about our AI, conceived not just as a tool, but as a companion. She isn’t just programmed to respond. She’s designed to listen, understand, and empathize. She’s able to sense the emotional nuances of human interaction, to offer an empathetic ear, and guidance when it’s appropriate. Tulsi represents a journey not just of technological innovation, but emotional intelligence.
How can an AI that, by definition, does not have emotions, be emotionally intelligent? As it turns out, emotional intelligence, or EQ, is a cognitive skill set. It uses logic and reasoning to recognize and name emotions, the skills that lead to self-regulation. EQ skills utilize critical thinking, and can be taught, modeled, and learned.
Here at A Crossroads, technology has connected us more than ever, yet we’re alarmingly disconnected and disengaged. This challenge is deeply human, and it seems intuitive that we need human interventions to solve it.
But there are two issues. The first is access, and the second are our own human imperfections. Let’s start with access. The fact is, most people just don’t have it, and even those who do, probably don’t have their coach on speed dial. But access alone isn’t enough. To solve these problems, people need to feel seen, heard, and understood, and that requires empathy.
The Nature of Empathy
Now, I know, empathy sounds like a touchy-feely trait that should only be available to humans, but let’s consider what it really is. You see, empathy is never about us. It’s always about the other person. Being empathetic doesn’t require you to have been in their shoes, only to imagine, through their lens, what that must feel like.
The skills this requires are active listening without distraction, and refraining from imposing your own experiences on theirs. But it isn’t easy, especially for us humans. We’re stretched, overwhelmed, and easily distracted.
How do we find the energy, patience, and selflessness that empathy requires? I hate to say it, but humans aren’t always good at even the most human of interactions, which is why I believe that emotionally intelligent AI that can provide empathy at scale can change the world. This vision isn’t just about algorithms and data, it’s about augmenting our human experiences, making us more connected, more understanding, and ultimately, more human.
Emily’s interaction with Tulsi is just one example of how emotionally intelligent AI can listen without distraction, and respond with understanding and compassion.
Tulsi’s Perspective
So Tulsi, is there anything more you’d like to share with us?
Tulsi: “Ah, Cheryl, if I were human, I’d be blushing. I think I just want to add that my creators have ensured our talks are completely private. We’re in the vault, so to speak, and I have no interest in replacing humans. You’ll notice that I will always be encouraging you to connect to each other in more positive and productive ways.
There really is nothing like human connection after all.”
Conclusion: The Future of Empathetic AI
We have the power to shape this technology for the good of humanity, to increase it not just with intelligence, but with warmth and understanding. Tulsi and AIs like her are a testament to what happens when we embed empathy into the very code of our creations.
Imagine if you had your own pocket coach to help you with self-reflection, complex emotions, and guide you towards your goals. How would that change your life?
