Empathy cannot be machine driven
It is popular these days for companies to use data to be customer-friendly. These companies don’t have empathy for their customers. They care about customers only as a means to make money. Using technology to be customer friendly will lead to happy customers. But it will not create a bond of trust.
Showing empathy is the essence of being friendly. Empathy is a human emotion. It can only be shown by humans. People can’t feel it through a machine or computer interface.
For example, ATMs help banks serve their customers better. Customers like using ATMs as it is a faster method to get cash. But ATMs cannot show empathy to customers. But, a kind human bank teller can.