Technology and interpersonal communication ethics: Empathic communication in customer–chatbot service encounters

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.