Technology and interpersonal communication ethics: Empathic communication in customer–chatbot service encounters
Author(s)
Date Issued
2024
Publisher
Routledge
Related Publication(s)
Routledge encyclopedia of technology and the humanities
Start page
61
End page
72
Abstract
In the chapter on ‘Technology and Interpersonal Communication Ethics: Empathic Communication in Customer–Chatbot Service Encounters’, Dr Yeung Wing-lok of Caritas Institute of Higher Education discusses some ethical issues on the use of Artificial Intelligence (AI) technology in human–computer communication. He focuses on the increasing use of AI chatbots in customer service and argues that empathy is a necessary communication skill for chatbots from an ethical point of view. Furthermore, the chapter reviews some challenges to endowing chatbots with empathy.
SFU Affiliated Publication
Yes