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AI: the key to human-centered business

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Three key areas for AI deployment

In this context, there are three areas where AI can help organizations bridge cultural gaps and transcend operational constraints by focusing on amplifying human qualities. The following three brief cases illustrate how AI can:

  • Scale empathy in customer interactions
  • Dissolve knowledge silos within organizations
  • Support service delivery across linguistic and cultural boundaries

The pattern that emerges from these examples is clear: AI is at its most powerful not when it replaces humans but when it amplifies human connection.

1] Scaling empathy by bridging interpersonal divides

Many organizations build their service models to optimize cost efficiency and maximize throughput. Hitting these targets often means using strategies that consumers have come to dread: offshoring contact centers or replacing humans entirely with automated systems. Over time, this kind of approach reshapes both organizational culture and customer expectations, making empathy feel like a luxury rather than a standard. The consequences of these attitude shifts are very real: according to TCN’s 2024 survey, nearly two-thirds (63%) of Americans say they’re likely to abandon a brand after a single poor service experience – a nearly 50% increase over the past four years. At the same time, consumer expectations for empathy and responsiveness are rising. In most narratives about “the rise of the machines,” AI is the villain in these kinds of situations, responsible for accelerating the move away from empathy and connection. Yet the truth is that, when AI is implemented thoughtfully, it can help bridge this gap by supporting warmer and more personalized customer experiences.

Here are two live examples of how AI can boost rather than dilute feelings of empathy and connection.

  • AI-powered contact center platforms like Genesys provide agents with on-screen hints about customer tone, journey stage, and emotional context as a call unfolds, then suggest phrasing for responses. On the surface, this is a technical solution to improve efficiency and global staffing flexibility. But its deeper value lies in its ability to help humans tailor responses to provide personalized customer engagement, thus scaling the emotional intelligence embedded in their customer interactions.
  • AI can be unexpectedly effective at scaling empathy even in high-stakes settings like healthcare. The shift towards a “digital front door” for healthcare encounters in the US presents physicians with an enormous challenge: tens of thousands of patient messages arriving via Electronic Health Record inboxes every day. Many require responses that not only contain medically accurate information but that are also emotionally nuanced. A recent study from NYU found that AI-generated responses to patient messages were rated as more empathetic than those written by physicians, scoring higher on warmth, tone, and relational language. While not always as clinically precise, the AI replies were more likely to convey positivity and build connections. This suggests a powerful new role for generative tools. Instead of impersonal templated responses or terse replies from overburdened healthcare providers, AI can deliver personalized responses, relieving cognitive load on doctors while reinforcing a culture of compassion.



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AI accurately identifies questionable open-access journals by analysing websites and content, matching expert human assessment

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Artificial intelligence (AI) could be a useful tool to find ‘questionable’ open-access journals, by analysing features such as website design and content, new research has found.

The researchers set out to evaluate the extent to which AI techniques could replicate the expertise of human reviewers in identifying questionable journals and determining key predictive factors. ‘Questionable’ journals were defined as journals violating the best practices outlined in the Directory of Open Access Journals (DOAJ) – an index of open access journals managed by the DOAF foundation based in Denmark – and showing indicators of low editorial standards. Legitimate journals were those that followed DOAJ best practice standards and classed as ‘whitelisted’.

The AI model was designed to transform journal websites into machine-readable information, according to DOAJ criteria, such as editorial board expertise and publication ethics. To train the questionable journal classifier, they compiled a list of around 12,800 whitelisted journals and 2500 unwhitelisted, and then extracted three kinds of features to help distinguish them from each other: website content, website design and bibliometrics-based classifiers.

The model was then used to predict questionable journals from a list of just over 15,000 open-access journals housed by the open database, Unpaywall. Overall, it flagged 1437 suspect journals of which about 1092 were expected to be genuinely questionable. The researchers said these journals had hundreds of thousands of articles, millions of citations, acknowledged funding from major agencies and attracted authors from developing countries.

There were around 345 false positives among those identified, which the researchers said shared a few patterns, for example they had sites that were unreachable or had been formally discontinued, or referred to a book series or conference with titles similar to that of a journal. They also said there was likely around 1780 problematic journals that had remained undetected.

Overall, they concluded that AI could accurately discern questionable journals with high agreement with expert human assessments, although they pointed out that existing AI models would need to be continuously updated to track evolving trends.

‘Future work should explore ways to incorporate real-time web crawling and community feedback into AI-driven screening tools to create a dynamic and adaptable system for monitoring research integrity,’ they said.

 

 



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Should You Forget BigBear.ai and Buy 3 Artificial Intelligence (AI) Stocks Right Now?

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BigBear.ai has big problems scaling its AI business.

There’s little doubt that Palantir Technologies (PLTR -0.19%) is one of the most significant stock market stories of the decade, so far. The data mining company unveiled its Artificial Intelligence Platform (AIP) in 2023 and since has been climbing fast.

Palantir jumped 340% in 2024, making it the best-performing stock in the S&P 500, and its 118% gain so far this year puts it at a close second to Seagate Technology for 2025. An investment in Palantir of just $1,000 three years ago would have given you $21,000 today.

PLTR data by YCharts

Undoubtedly, people are looking for the next Palantir, and for many, BigBear.ai (BBAI 0.59%) is a contender. Like Palantir, BigBear.ai is a government contractor that is using artificial intelligence (AI) to develop solutions for defense and intelligence agencies.

A robot hand under a graphic for AI.

Image source: Getty Images.

But if you’re hoping BigBear.ai can match Palantir, I think you’ll be mistaken. There are three other names you should consider instead to play the AI space.

BigBear.ai isn’t another Palantir

Palantir is growing so fast because it’s reeling in contracts hand over fist. It closed $2.27 billion in total contract value sales in the second quarter, up 140% from last year. Its customer count grew 43% for the quarter. That’s why the company’s revenue growth is so steep — it’s gone from about $460 million per quarter to $1 billion a quarter in just three years.

BigBear.ai, however, had revenue of just $32.4 million in the second quarter, down 18% from a year ago. Management said the drop was because of lower volume of U.S. Army programs, but that also shines a spotlight on the company’s biggest problem. BigBear.ai’s biggest contract is with the Army, a $165 million deal to modernize and incorporate AI into its platforms. If the Army slows down its work for any reason, then BigBear.ai and its stock suffer.

So, what AI companies are a better play than BigBear.ai now?

Palantir Technologies

I completely understand wanting to get in on the next Palantir, but I also see a lot of value in investing in the original. While BigBear.ai has to create new platforms and new products for each of its clients, Palantir’s AIP is designed to work with multiple government agencies and commercial businesses.

Palantir rolls out AIP in boot camps so potential customers can try it out, and the results speak for themselves — the company closed 157 deals in the second quarter that were valued at $1 million or more. Sixty-six of those were more than $5 million in value and 42 were more than $10 million. BigBear.ai can’t do that.

International Business Machines

International Business Machines (IBM 1.15%) wins my vote in the AI space because of a bet that Big Blue made six years ago. The venerable computing company that was perhaps best known for its work in personal computing spent $34 billion in 2019 to purchase Red Hat, an open-source enterprise software company, in order to develop its hybrid cloud offerings. The hybrid cloud combines public cloud, private cloud, and on-premises infrastructure, which gives customers flexibility to keep parts of their data secure while utilizing cloud services.

IBM layers its hybrid cloud with its Watsonx, which is its portfolio of artificial intelligence products, which includes a studio to build AI solutions, virtual agents, and code assistants powered by generative AI.

IBM saw software revenue of $7.4 billion in its second quarter, with the hybrid cloud revenue up 16% from a year ago.

“Our strategy remains focused: hybrid cloud and artificial intelligence,” CEO Arvind Krishna said on the Q2 earnings call. “This strategy is built on five reinforcing elements — client trust, flexible and open platforms, sustained innovation, deep domain expertise, and a broad ecosystem.”

Amazon

I love Amazon (AMZN 1.44%) — not because I get packages delivered to my house every week (its e-commerce division makes shopping incredibly convenient), but because of Amazon Web Services (AWS).

AWS holds first place in global market share for cloud computing, with a 30% share. Its Amazon Bedrock platform allows customers to use generative AI to build and experiment with AI-powered products. And because it operates on Amazon’s powerful cloud, users don’t need to invest in expensive graphics processing units (GPUs) or data centers of their own.

AWS was responsible for $30.87 billion in revenue and $10.16 billion in operating income. That profit margin is hugely important, as Amazon’s net income for the quarter was just $18.16 billion — AWS accounts for more than half of the company’s profit despite being responsible for just 18% of the company’s revenue.

In addition, Amazon’s advertising business is growing in importance. It’s using machine learning to deliver targeted product ads, making it one of Amazon’s most profitable efforts. Advertising services revenue jumped to $15.6 billion in the second quarter, up 22% from a year ago.

E-commerce is where Amazon made its mark, but AI  is where Amazon will carve its future.

The bottom line

AI is going to shape our future for years to come. While BigBear.ai is making efforts, not everyone can be a winner. Pass on BigBear.ai for now and focus on established companies that are not only proven winners, but also have a broad runway for growth.



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Indigenous peoples and Artificial Intelligence: Youth perspectives on rights and a liveable future

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On August 9, 2025, the world marked the International Day of the World’s Indigenous Peoples under the theme: “Indigenous Peoples and Artificial Intelligence: Defending Rights, Sustaining the Future.” It’s a powerful invitation to ask how emerging tools like AI can empower Indigenous Peoples, rather than marginalise them.

Before we answer how, we need to be clear on who we are talking about and what they face in Cameroon and across the Congo Basin.

Who are Indigenous Peoples in Cameroon?

Cameroon is home to several Indigenous Peoples and communities, including groups often called forest peoples (such as the Baka, Bagyeli, Bedzang) as well as the Mbororo pastoralists and communities commonly referred to as Kirdi. There is no single universal definition of “Indigenous Peoples,” but the UN Declaration on the Rights of Indigenous Peoples (2007) places self-determination at the centre of identification.

The realities: living on the margins

  • Land grabbing and loss of forests. Forests are the supermarket, pharmacy, culture and identity of Indigenous communities in the Congo Basin. Yet illegal and abusive logging, land acquisitions and agroforestry projects without proper consultation put their well-being at risk.
  • Chiefdoms without recognition. The lack of official recognition of Indigenous chiefdoms weakens participation in decision-making and jeopardises their future.
  • No specific national law. Cameroon still lacks a specific legal instrument on Indigenous rights. Reliance on international norms alone doesn’t reflect the local context and leaves gaps in protection.
  • Limited access to education and health. Many Indigenous children lack birth certificates, which blocks school enrolment and access to basic services.

I believe the future can be different: one where Indigenous autonomy is respected, traditional knowledge is valued, and well-being is guaranteed.

So where does AI fit in, and what can youth do?

AI isn’t a silver bullet; however, in the hands of informed, organised youth it can accelerate participatory advocacy, surface evidence, and protect community rights. 

First, AI-assisted mapping, with consent, can document traditional territories, sacred sites, and resource use, turning them into community-owned evidence for authorities and companies. 

Moreover, small AI models can preserve language and knowledge: oral histories, songs, medicinal plants, place names under community data sovereignty, with Indigenous Peoples retaining exclusive rights. 

Meanwhile, simple chatbots or workflows offer legal triage (from birth-certificate requests to land-grievance tracking and administrative appeals). 

Likewise, crowdsourced reports plus AI enable early-warning and accountability on suspicious logging, new roads, or fires, which young monitors can visualise and escalate to community leaders, media, and allies. 

Finally, youth pre-bunk/de-bunk teams can counter misinformation with community-approved information. Above all, use of AI must follow Free, Prior and Informed Consent (FPIC), strong privacy safeguards, and real community control of data.

My commitment as a young activist

As an activist, and with a background in law, I want to keep building projects that put Indigenous Peoples at the centre of decisions. AI can help: it enables faster, structured, participatory advocacy and supports a community-owned database of solutions and traditional knowledge, with exclusive rights for Indigenous communities over any derivative products. My legal training helps me work at the intersection of Indigenous rights, AI, and forest/biodiversity protection.

A call to action

The 2025 theme is more than a slogan; it’s a call to act so that technology serves justice, not exclusion. In Cameroon, where Indigenous Peoples are still fighting for legal recognition, AI must be wielded as a tool of solidarity. With support from allies like Greenpeace Africa and the creativity of youth, a future rooted in dignity and sustainability is within reach.

MACHE NGASSING Darcise Dolorès,  Climate activist



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