Emotional Intelligence: The Element AI Can Fake but Can’t Replace!
At the KC Animal Health Corridor’s AH Summit this week, we heard a lot about AI and there seems to be some AI fatigue setting in. Yes, AI is transforming business, offering powerful tools to analyze data, automate processes, and it will drive significant change across our industry. But when it comes to emotional intelligence, cultural sensitivity, and human connection, it still seems to fall short, especially in moments that demand deep empathy and nuanced judgment.
Take the example of a pet owner facing the painful decision to euthanize a beloved dog. AI might recognize this as a moment of grief, even generate comforting messages. But it can’t feel the complexity of guilt, shame, loyalty, relief and heartbreak that defines such a decision.
Similarly, in a global product launch, AI can suggest region-specific keywords or tailor messaging using sentiment analysis. But it won’t truly understand how a sales force in Japan may need more consensus-based tools, while teams in Brazil may thrive with spontaneous, relationship-driven pitches. A great person can navigate these differences, build trust across cultures, and adapt strategies in real time. That insight comes not from data, but from lived experience, empathy, and interpersonal skill.
The best business outcomes still rely on people who can connect with others in ways machines simply cannot. We have lots of data on the attributes veterinarian’s value in sales reps and we can’t help but say that it’s still all about people.
Empathy isn’t programmable … and that’s exactly what makes it powerful.
Alexis Nahama
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