Artificial intelligence (AI) continues to transform firm-customer interactions. However, current AI marketing agents are often perceived as cold and uncaring and can be poor substitutes for human-based interactions. Addressing this issue, this article argues that artificial empathy needs to become an important design consideration in the next generation of AI marketing applications. Drawing from research in diverse disciplines, we develop a systematic framework for integrating artificial empathy into AI-enabled marketing interactions. We elaborate on the key components of artificial empathy and how each component can be implemented in AI marketing agents. We further explicate and test how artificial empathy generates value for both customers and firms by bridging the AI-human gap in affective and social customer experience. Recognizing that artificial empathy may not always be desirable or relevant, we identify the requirements for artificial empathy to create value and deduce situations where it is unnecessary and, in some cases, harmful.

人工智能 (AI) 继续改变公司与客户的互动。然而，当前的人工智能营销代理通常被认为是冷酷无情的，并且可能无法替代基于人类的互动。针对这个问题，本文认为人工移情需要成为下一代人工智能营销应用程序中的一个重要设计考虑因素。借鉴不同学科的研究，我们开发了一个系统框架，将人工同理心整合到支持人工智能的营销互动中。我们详细阐述了人工移情的关键组成部分，以及如何在 AI 营销代理中实施每个组成部分。我们进一步解释和测试人工同理心如何通过弥合情感和社交客户体验中的人工智能与人类差距，为客户和公司创造价值。