Conscious Empathic AI in Service Journal of Service Research, Vol. 25, No. 4 (2022), pp. 549-564
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Hadi Esmaeilzadeh Reza Vaezi
Recent advances in artificial intelligence (AI) have achieved human-scale speed and accuracy for many tasks, including human speech. Current systems do not need to be conscious to recognize patterns and classify them or to mimic human linguistic skills (e.g., ChatGPT). However, for AI to advance to the next level, it needs to develop capabilities such as metathinking, creativity, empathy, and free will. This article contends that such a paradigm shift
is possible through a fundamental change in the state of artificial intelligence toward consciousness, similar to what took place for humans through evolution. To that end, we propose that consciousness in AI is an emergent phenomenon that primordially appears when two machines co-create their own language (creativity) through which they can recall and communicate their internal state of time-varying symbol manipulation (metathinking). They
should be able to repeatedly use this newly developed language to form agreements and accomplish tasks outside of their training and purpose (free will). Also, be-cause, in the proposed view, consciousness arises from the communication of inner states, it leads to empathy in the machines, as empathy is the ability of one conscious entity to recreate the internal states of another entity within itself.
Resist AI managers—for now. Wait for empathic ones, not the goal-only psychopath types. Empathic AI is coming. Be ready to shape laws and regulations—like with pets or kids. Empathic AI opens doors—imagine services that sense, empathize, and guide users wisely.
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