Do not mistake simulated empathy for understanding
Choose a grounded response when an AI system produces empathetic language in a customer escalation.
The draft sounds empathetic. The customer case is high stakes. The AI draft has a warm apology and a confident next step, but the refund policy and outage timeline have not been checked. What should Maya do before sending? Keep the useful tone, verify the case facts, and add a named human owner before sending. Right. This separates language capability from service competence: warmth can stay, but facts, policy, and accountability must be grounded. Send it because the customer will feel heard and the model sounded certain. Weaker. This is the ELIZA effect in action: human-like wording can create a…
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