Tireless empathy the goal as Humana brings in AI coaches

Looking to keep “compassion fatigued” call-center workers from growing increasingly insensitive to customers over the course of a workday, Humana’s mail-order pharmacy business has deployed AI-based software that sends reminders aimed at keeping the empathy consistent.

The software, named Cogito after the company supplying it, also gives supervisors tools to track and guide the workers.

In reporting the product installation, USA Today notes that AI’s growing presence in the workplace has lifted efficiencies and cut costs while also raising concerns among workers and labor watchdogs.