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Eliana Bergamin - Fifteen minutes of empathy: How telecare technologies reshape emotional work in homecare

Seminar

Date: 15:30 | 04-11-2025

Location: Seminar room E.19.03

In this talk I bring together philosophy of technology, care ethics, and STS to explore how the introduction of AI-powered remote technologies is reshaping emotional practices in homecare. My case study focuses on a Dutch for-profit company that aims to reduce in-house nursing visits by combining remote monitoring systems with the work of non-healthcare trained personnel, called “coaches”. To fill the “emotional void” that arises when face-to-face contact with nurses is reduced or removed, the company has developed “empathy of the week” sessions: 15 minutes per week (video)calls, where coaches are expected to create a sense of connection with clients and make up for the loss of empathy caused by the introduction of wearables and telecare technologies. These sessions reconfigure this nursing intervention into a new format, producing new professional roles, new training and working practices for both coaches and nurses, and changing how clients interact with care providers. Within the framework of “efficient empathy” promoted by the company, emotions are described and enacted in specific ways: condensed into time-limited sessions, mediated through technology, and experienced differently by clients and caregivers. Based on three months of ethnographic fieldwork and interviews, I explore how these empathy sessions – together with the use of telecare technologies – redistribute care and create new forms of emotional practices, ultimately raising questions about how empathy and emotions at large are reshaped in AI-mediated healthcare.

Interdiciplinary research hub on digitalization and society