Unplugged Episode 04: Human-Like Interactions, Human-Like Expectations
From Process Transformers by SAP SE
September 2, 2025 · 8 min · Episode 4
About this episode
This episode explores the emotional connections users form with AI and how it impacts product perception and loyalty.
Beyond features and benchmarks, what truly drives user engagement in AI? Lukas Egger explains why “engagement in AI is not just about knowledge or utility, it’s about emotional connection.” This episode explores how human-like interactions with generative AI are creating unprecedented emotional bonds, fundamentally changing product perception and customer loyalty. Discover the power of “industrialized empathy” and why users are even downgrading products for preferred “personalities.” Lukas shares thought-provoking insights on why understanding and mastering the emotional dimension of AI is fast becoming a critical competitive advantage. Host: Lukas N. P. Egger Head of the Innovation Office & Strategic Projects team at SAP Signavio Lukas leads a team of experts, steering innovation projects. His approach blends a strong technical understanding with a keen eye for product discovery and digital transformation. Lukas regularly contributes to discussions and panels, sharing his perspectives on AI, the digital zeitgeist, and philosophy. Lukas funded multiple startups, published a humorous philosophy book, and received silver screen quotation for special effects work for an animated…
People in this episode
Host: Lukas Egger
Topics covered
- AI engagement
- emotional connection
- human-like interactions
- customer loyalty
- industrialized empathy
Keywords
- AI
- user engagement
- emotional connection
- customer loyalty
- human-like interactions
- industrialized empathy
Mentioned in this episode
Organizations: SAP SE, SAP Signavio
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