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โI believe in a world that will have an abundance of artificial intelligence, but what will be scarce is real intelligence and human qualities, like empathy.โ
These words by Satya Nadella, chief executive officer of Microsoft, reflect his view that technological progress alone is not enough.
He made the remark in October 2017 while speaking in London about his book Hit Refresh and the future of artificial intelligence. He argued that AI should be developed to help people, with empathy considered from the beginning.
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Born in Hyderabad, Nadella studied electrical engineering at Manipal Institute of Technology before pursuing a master's degree in computer science at the University of WisconsinโMilwaukee.
He later completed a master's degree in business administration at the University of Chicago Booth School of Business.
He joined Microsoft in 1992 and worked across its enterprise and cloud computing businesses before becoming chief executive in February 2014. Under his leadership, the company expanded its focus on cloud services and artificial intelligence.
Nadella's words draw a distinction between artificial intelligence's ability to process information and the human capacity to understand what another person is experiencing.
AI can help people analyse data, automate tasks and find answers. Empathy, however, involves recognising people's needs, circumstances and feelings. Nadella believes that understanding those needs is also essential to innovation.
In a 2018 interview with McKinsey, he explained that innovation comes from identifying needs customers may not be able to express clearly. This requires looking beyond what people ask for and understanding the problems they are trying to solve.
His argument also places responsibility on the people creating AI. In his 2017 remarks, Nadella stressed that developers should consider both the technology's potential benefits and its unintended consequences. He described building AI that empowers people as a conscious design choice.
I think empathy is everything.
My success depends on my customers' success.
The future of computing is not going to be defined by any runtime or platform technology. It is going to be defined by the choices that you as developers make and the impact of those choices in the world.
For Nadella, the challenge is not simply to build more powerful technology, but to ensure it serves people. As AI becomes more widespread, understanding human needs may remain one of the most important qualities behind meaningful innovation.
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