We live in an odd time where 'software' (well neural networks) can be far more empathetic than summed product of a corporation.

Company empathy does exist, just look at how easy or hard it is to reach a company when you have a problem. How do they try to solve it for you? Is it a brick wall, for example Google when you have a problem. People quite often like dealing with small businesses because they can reach a singular human and have them as an interface to the problems they face now and in the future.

Agentic loops and the models underneath them can have a simulacra of empathy too. Not every model just blindly agrees with users, and some have a much better depth in picking up context clues that the user on the other end is having a hard time. Businesses just typically aren't running more expensive and fragile systems like that though.