Empathy vs. AI: The Secret Sauce in Virtual Assistance

Artificial intelligence has exploded into nearly every aspect of our work and daily lives. From scheduling appointments to drafting content, AI-powered tools like ChatGPT and Gemini (formerly Bard) have redefined efficiency, speed, and accessibility.

But here’s the big question: as AI grows smarter, is it replacing the human virtual assistant (VA)?

Recently, in a conversation between Kane Lam from Checksub and Sunder P., CEO of GetFriday, Sunder highlighted the profound shift AI is bringing to the VA industry — while reminding us of something that AI can never replicate: empathy, trust, and the human touch.

This blog explores how AI is reshaping virtual assistance, the risks of over-relying on technology, and why the future of VA services lies in a balance between machine efficiency and human empathy.

The Evolution of Virtual Assistance: From Manual to Automated

Twenty years ago, virtual assistants were handling nearly every administrative detail for business leaders; scheduling calls, sending reminders, drafting emails, even basic data research.

But with the rise of specialized tools like Calendly for scheduling or Trello for project management, the VA role has naturally evolved. As Sunder points out, some tasks no longer require a human hand:

“A lot of appointment scheduling, for example, Calendly is there. I don’t need anybody to actually do it on my behalf physically. So there are a lot of options that have come up which change the dynamics of the services that we offer.”

The shift doesn’t mean VAs are less relevant. Instead, it has redefined where their true value lies. AI handles the repetitive and predictable. Humans bring the empathy, creativity, and context that tools can’t replicate.

The Limitations of AI in Virtual Assistance

AI tools have impressed millions with their ability to instantly generate articles, summarize research, or even mimic human conversation. Yet, as powerful as they are, they’re still deeply flawed. 

AI faces three pressing limitations:

1. AI Lacks Empathy and Emotional Intelligence

A human VA can read subtle cues; your tone of voice, your stress level, even the kind of day you’re having and adjust their approach while AI cannot.

“If you’re having a bad day at work, as your assistant, I understand and adjust the way I converse with you. On days you’re excited, I share that enthusiasm. You don’t get that with AI.”

This emotional alignment is what creates trust, loyalty, and comfort between a client and a VA.

2. Creativity Remains a Human Domain

Ask AI to write an article or brainstorm, and it will return usable text. But often, the result feels templated or repetitive. AI draws from patterns in existing data; it doesn’t truly invent or empathize the way humans do.

“Even when you ask it to be more creative, it goes and churns the same content over and over again. Creativity isn’t yet something AI can master.”

3. The Risk of False or Misleading Information

AI is known to occasionally “hallucinate”, producing fabricated references, case studies, or statistics.

Sunder recalls a real-world example:
A law firm used ChatGPT to generate legal references in a case against Avianca Airlines. But the AI invented cases that never existed. This not only embarrassed the firm but also highlighted the ethical risks of relying blindly on AI.

The takeaway? AI can provide data, but it cannot guarantee authenticity. Verification still demands human oversight.

The Human Advantage: Why Empathy and Trust Still Win

In today’s business environment, clients don’t just hire VAs to “do tasks.” They hire them to provide support, reassurance, and partnership.

Human VAs excel because they bring:

• Empathy: Understanding client moods, stress, and priorities.
• Judgment: Deciding what’s important, what can wait, and how to handle sensitive matters.
• Creativity: Drafting unique ideas, brainstorming campaigns, or tailoring communications with nuance.
• Accountability: Standing behind their work and building trust through reliability.

As Sunder notes, “working with a human person is totally different.”

AI can process, but it doesn’t care. That “care factor” is what builds long-term business relationships.

AI + Humans: The Future of Virtual Assistance

The most exciting future for virtual assistance isn’t AI versus humans, it’s AI with humans.

Forward-looking VA firms like GetFriday are already blending the two:

• Training staff on AI tools to boost productivity.
• Using AI for data collection or drafts while ensuring humans verify accuracy.
• Applying AI for repetitive tasks so VAs can focus on higher-value, empathetic interactions.

Clients are also asking for this hybrid approach:
“Use ChatGPT, but ensure I’m safe. Do your due diligence. Make sure the data is authentic.”

This shows where the industry is heading; AI as an assistant to the assistant, not a replacement.

How Small Businesses Use This Balance

Consider a small business owner building a new website.

• AI’s Role: Generate draft text, pull market research data, suggest design templates.
• VA’s Role: Review and rewrite AI text with creative flair, verify market data, design tailored messaging for the client’s audience.

The result? Faster turnaround, lower costs, but with human quality control and empathy baked in.

This balance also ensures businesses don’t unknowingly publish misleading or inauthentic content generated by unchecked AI.

The Ethical Side of AI in Virtual Assistance

One of the biggest challenges ahead is ethics.

• Can we trust AI to produce factual data?
• How do we protect clients from misinformation?
• Who is accountable if AI-generated content leads to reputational harm?

As Sunder stresses, “it becomes your duty and responsibility to check whether those data points are authentic, true, and can be trusted.”

This ethical responsibility will increasingly fall on VA providers, ensuring they use AI judiciously, not recklessly.

Looking Ahead: The Next Five Years

The world of virtual assistance will continue to morph:

• AI will get smarter, handling even more administrative and analytical tasks.
• Clients will expect faster, cheaper, and more accurate results.
• Human VAs will evolve into higher-level strategists, relationship-builders, and trust managers.

In five years, the best VA services won’t be the ones that avoid AI but will be the ones that know how to blend it seamlessly with human care and oversight.

“The human touch and empathy can never ever be replaced. And that’s where virtual assistance with humans makes a world of difference.”

The Real Value of Virtual Assistance

AI is changing the landscape of virtual assistance, but it is not replacing it.

The future belongs to hybrid VA services that combine the efficiency of AI with the irreplaceable human qualities of empathy, creativity, and trustworthiness.

For business leaders, the question is no longer “AI or human VA?” 

It’s “how do I leverage both to grow smarter and faster, without losing the human touch?”

In the end, the winners will be the businesses that understand: machines can work, but only humans can truly care.