"Artificial Empathy and Real Intelligence: Why Banks Need to Challenge Norms to Prosper" presented by Alison Tilling and Paul Nagy

1. REAL
INTELLIGENCE
&
ARTIFICIAL
EMPATHY
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2. EMPATHY?
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4. 10
3IN
banks were confident they
could sense customers’
emotional outlook, without
asking them directly.
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6. Empathy at scale can bridge
the branch-digi gap
58%
of banks believe the branch
is the most effective channel
to help financially distressed
customers
Yet banking is moving
to a digital-first
or digital-only model
THE GAP
Branch-first is no longer scalable
Digital-only risks commoditisation,
especially as niches grow and
cultural norms change
EMPATHY AT SCALE CAN HELP
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7. By 2050, around 48% of
Australian kids will be
considered to have ASD.
48%
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8. Delivering
empathy at scale
is an important
challenge for
financial services.
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9. TODAY
01 02 03 04
WHAT IS
EMPATHY, WHAT
IS ARTIFICIAL
EMPATHY - AND
WHY DOES IT
MATTER?
WHAT CAN WE
LEARN FROM
AE, TO APPLY TO
OUR EVERYDAY?
BEWARE
THE
UNCANNY
VALLEY
HOW YOU CAN
START CODING
IN EMPATHY,
TODAY

10. WHAT CAN WE
LEARN FROM
AE, TO APPLY TO
OUR EVERYDAY?
BEWARE
THE
UNCANNY
VALLEY
P A G E 1 0
01 02 03 04
HOW YOU CAN
START CODING
IN EMPATHY,
TODAY
WHAT IS
EMPATHY, WHAT
IS ARTIFICIAL
EMPATHY - AND
WHY DOES IT
MATTER?

11. “The codification of
human empathy
through computational
models in the design
and implementation
of AI agents
“

12. Put simply:
The coding of
empathy into AI
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13. Sub title
DISPLAY TITLE
We need to dispel the myth that empathy is
'walking in someone else's shoes.'
Rather than walking in your
shoes, I need to learn how to
listen to the story you tell about
what it is like in your shoes
and believe you even when it
doesn't match my own
experiences.
“

14. As humans we tend to connect them.
As brands, as marketers, we need to.
COGNITIVE EMPATHY
To recognise and understand
another's mental state
Artificial Empathy is increasingly
capable of this
AFFECTIVE EMPATHY
Feel the emotions of another's
mental state
The next frontier is authentic
artificial proxies, or signals, for
these feelings
There are two sides to empathy
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15. Even before it is fully coded into AI,
empathy needs to be fully coded into our everyday
This duality is one reason empathy is
useful in marketing
FAMILIAR VIVID
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16. Empathy isn't nice, it's valuable
EMPATHY CAN
MAKE AN
EXPERIENCE
MORE
INVOLVING
EMPATHY CAN
MAKE A
BRAND MORE
MEMORABLE
ARTIFICIAL
EMPATHY WILL
ADD VALUE BY
KNOWING
WHEN IT ISN’T
NEEDED
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17. P A G E 1 7
01 02 03 04
WHAT IS
ARTIFICIAL
EMPATHY AND
WHY DOES IT
MATTER?
WHAT CAN WE
LEARN FROM
ARTIFICIAL
EMPATHY TO
APPLY TO OUR
EVERYDAY?
BEWARE
THE
UNCANNY
VALLEY
HOW YOU CAN
START CODING
IN EMPATHY,
TODAY

18. 3 PRINCIPLES
OF AE FOR THE
REAL WORLD
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19. AUTHENTICITY
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20. Sub title
DISPLAY TITLE

22. stella insurance - boobs

24. INVOLVEMENT
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25. P A G E 2 5

28. HUNGERYTHM

29. EXPLORING
EDGES
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30. Sub title
DISPLAY TITLE

32. P A G E 3 2

33. P A G E 3 3
01 03
02 04
WHAT IS
ARTIFICIAL
EMPATHY AND
WHY DOES IT
MATTER?
BEWARE THE
UNCANNY
VALLEY
HOW YOU CAN
START CODING
IN EMPATHY,
TODAY
WHAT CAN
WE LEARN
FROM AE TO
APPLY TO
OUR
EVERYDAY?

34. ADDS UP TO
TRUST
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35. BUT BEWARE
THE UNCANNY
VALLEY
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36. M
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37. M
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38. UMM...

39. M
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40. PRAGMATIC
LET'S GET
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41. WHAT CAN WE
LEARN FROM
AE, TO APPLY TO
OUR EVERYDAY?
BEWARE
THE
UNCANNY
VALLEY
P A G E 4 1
01 02 03 04
WHAT IS
ARTIFICIAL
EMPATHY AND
WHY DOES IT
MATTER?
HOW YOU CAN
START CODING
IN EMPATHY,
TODAY

42. CODING EMPATHY
INTO YOUR
EVERYDAY
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43. Be a prompt
empath-eer
1
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44. Stay
Canny
2
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45. 3
Connect your
Empathy
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46. CHEERS
DOWNLOAD THE PRESENTATION AT
ae-ri.vmlyrconnectaunz.com
ALISON TILLING
Chief Strategy Officer
VMLY&R AUNZ
alison.tilling@vmlyr.com
PAUL NAGY
Chief Creative Officer
VMLY&R APAC
paul.nagy@vmlyr.com
THOMAS TEARLE
Chief Executive Officer
VMLY&R AUNZ
thomas.tearle@vmlyr.com