Artificial intelligence is increasingly being developed to hone complex "soft skills" like empathy, leadership, and communication, which often lack formal education on human brain function. Dr. Art Markman, a cognitive scientist, highlights that people understand *what* to do but not *how* internal states shape behavior. Emma Weber, CEO of Lever, notes a "knowing-doing gap" due to internal factors.
Both experts agree AI offers value in providing feedback and comparison, such as rewriting client letters for empathy or detecting speech patterns that signal uncertainty. Weber's AI, Coach M, facilitates reflection through questions, not advice, aiming for self-awareness. This constrained approach, with time limits and a no-advice policy, shows a low human intervention rate (0.008% across 24,000 sessions). Experts caution against mistaking AI's empathetic language imitation for genuine empathetic attention, which requires noticing relevant cues. AI is viewed as a partner, not a replacement, expanding access to coaching feedback and reflection, particularly given the high cost of human coaching.
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