Using Artificial Intelligence to Augment Empathetic Competences in Professional Services

This chapter presents a theoretical understanding of the development of empathetic competence augmentation in professional services through Artificial Intelligence (AI). The chapter argues that the implementation of AI in professional services (e.g., services of architects, accountants, lawyers, consultants) will only rarely entail full automation. More often it can be described as a combination of artificial and human intelligence known as augmented intelligence. It is argued that the construct of competences is a useful lens through which to understand the impact of AI on professionals, as AI entails the transformation of professional competences; this includes empathetic competences. As such, the chapter lays the groundwork for further research by exploring which categories of empathetic competence augmentation can be distinguished. Three models are presented to show how empathetic competence augmentation and its impact on service relationships with clients can be conceptualized, and consequences for research on empathetic competence augmentation in professional services are discussed. Management implications of the models are outlined and further research is suggested.