In Lifewire, Associate Professor of Psychology Michael Spezio the empathy potential鈥攐r lack thereof鈥攐f artificial intelligence (AI) programs designed to enhance customer service. These types of AI programs purportedly increase customer service representatives’ empathy levels through cues that activate when a customer becomes irritated or upset. “The ’empathy cues’ have nothing to do with empathy,” Spezio said, adding, “it’s just using human expertise in a mathematical model and then claiming that the model鈥攂uilt on human expertise鈥攊s intelligent. Limited machine learning approaches like this are often hyped as AI without being intelligent.”