AI at work: Machines are training human workers to be more compassionate

“You are speaking faster than usual,” reads an alert on a computer screen. The call center agent on the phone with a customer can see a speedometer icon.

The conversation with the customer continues, as does the computer feedback. “Think about how the customer is feeling. Try to relate,” the artificial intelligence-powered tool interjects. The agent receives other notifications, from “extended silence” to “empathy cue,” which suggests the worker is not showing enough empathy.