AI analysis may identify certain emotional traits, without providing a more holistic perspective on the person exhibiting those traits. Should AI-driven systems measure and mimic human empathy? There are two sides to this question: AI is being employed to deliver human-like responses, and is also capturing and analyzing human responses to address their states of mind. The frontline of many of today's enterprise AI systems is customer service -- chatbots and online response systems that attempt to deliver friendly, informed services on demand. Some systems come close, but AI may not be ready to deliver the kind of empathy that a live human agent can provide – such as going the extra mile to help a customer.