A senior developer argues that AI agents designed to automate punitive actions — like blocking accounts and charging late fees without human intervention — lack empathy and can cause serious harm. Drawing on real SaaS customer experiences and a background in neuroscience, the author contends that truly intelligent AI should recognize context, offer courtesy windows, and escalate ambiguous situations to humans rather than blindly enforcing rules. The core message: before automating punishment, automate empathy, or risk building a scalable injustice machine.
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