Mark Osborne argues AI can't replicate human empathy and will hit an uncanny valley. Humans remain essential for retention, upsells, referrals, and exit interviews where emotional connection matters.
The one thing AI will never be able to do is to duplicate human empathy. And the uncanny valley will freak you out. The more they get like humans is sometimes we, we might go away. But I tell you what, don't tell me how I feel. You never owned a puppy and it never ran away. So those are the sort of things I don't think will ever fly. So they will always need individuals like us, Mark, in order to hold some hands for retention, upsells, referrals, or even an exit interview. We will always have that place in regards to the market.
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