As Big Tech strives to humanise chatbots, some interactions have raised concerns that AI isn’t as emotionally responsive as people need it to be. Canvas8 spoke to marketing professor Shintaro Okazaki to find out how empathy can be better leveraged in digital customer experiences.
Dr. Shintaro Okazaki is the chair in marketing at King’s Business School. He has authored over 100 articles and book chapters on advertising and marketing over his career and has more than 20 years of industry experience, including a managerial position at a multinational corporation in Tokyo.
Stefan Kelly is a Senior Behavioural Analyst at Canvas8. Stefan has a background in behavioural science and psychology, and has spent most of his career researching how people form beliefs and make decisions. Now he spends most of his time trying to understand the interactions between identity, uncertainty and culture. After work, he's likely reading old psychiatry blogs, scouring 2nd hand clothing apps, or failing to get Arsenal tickets.
When OpenAI released ChatGPT to the public, the text generator made a clear case for the sheer disruptive force of AI – making it apparent that such technology will change the way we experience information and engage with brands. But major challenges remain before AI elbows humans out of the way.
There is no substitute for therapeutic care or the love of close friends and family at a sorrowful time. But digital innovations like AI therapy bots, after-loss software, and even video games are attempting to bridge the gap between the support we need and that which is accessible.
Algorithms have become central to discovering new music and products online – but are machine-led recommendations always welcome? Canvas8 spoke to Chiara Longoni, an assistant professor at Boston University, to understand how people’s goals impact their willingness to trust AI.
With gamers looking for more realistic and personalised forms of play, AI has great potential to transform the gaming landscape. Could the level of realism that the industry and players anticipate from AI disrupt motivations for engaging with games?