28 Jan 2026 · 1 min
Jim James on teaching AI bots to respond with empathy to customers. When bots understand how people feel, companies see better business outcomes. It's about designing digital experiences that actually feel human-centered.
What we have focused on is how do you replicate or produce empathic experiences in digital channels? Because you can. So you might liken it to teaching a bot how humans feel, because it's important. So at the heart of human centered design, which is where a number of businesses are moving into, which is really genuinely put the customer at the heart of the business, you need empathy, or to take that competence thing further, you need compassion with the competence. And when you do, the business, results are outstanding.
How can this be easy? The mindset approach approach to change how you build your business.