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Report 26 Mar 2026

Expert View: Training AI for Empathy in Customer Conversations

Empathetic AI in customer conversations reflects growing demand for emotionally aware, scalable service interactions. While offering improvements in efficiency, consistency, and agent support, these models introduce risks related to bias, misinterpretation, and governance. Success depends less on technology alone and more on aligning data, operations, and oversight within complex organisational environments.

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Spencer Izard

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