Speaker Deck

Empathy Cannot Be Automated 2015

by Jenn Downs

Published July 2, 2015 in Design

2015

Humans have been trying to automate tasks since the Industrial Revolution. Build faster, smarter, cheaper! Now in the age of the internet we’re trying to automate personalized content and customer relationships. And it’s not always working out.

Using technology to manage relationships isn't a replacement for human to human contact. You still have to talk to people to develop empathy for your customers. You still have to treat people with respect and dignity. When people are reduced to just a number, a twitter handle, a "targeted segment", or a blip on a chart, you run the risk of breaking good customer relationships.

This lack of empathy in automation can on occasion be humorous, so I’ll show you some automation fails (and some wins). I’ll help you explore how to let automation guide you and feed you information. I’ll also talk about when automation is useful versus when it’s time to write a good old fashion one to one email.