Can AI help Build Empathy in my Customer Experience?

Rebekah Carter

AI solutions could make it easier for agents to demonstrate effective empathy

Insights
Can AI help Build Empathy in my Customer Experience?

With the right AI tools, companies can reduce the pressure on human agents by giving them an easy way to access information, gather useful insights, and more.

Of course, AI can’t do everything. It can’t deliver the same kind of empathetic and creative experiences that people expect from a real human agent. That’s why companies will always need genuine people to communicate with their customers. The good news is that your AI solutions could make it easier for your agents to demonstrate effective empathy.

By providing access to the correct information at the right time, AI, ensures that teams have the details they need to deliver unforgettable experiences.

AI and Empathy in Customer Experience

Many companies are now turning to AI for support in building better customer experiences. Digital assistants, chatbots, and more are all enhancing the customer journey in a multitude of ways. However, the biggest benefit of AI may be in the way it can support real human agents.

For instance, artificial intelligence tools can collect information about a customer’s previous purchases from their profile on a CRM system. This allows agents to quickly see what customers have bought in the past, what they may have complained about, and which agents they’ve spoken for before. Access to personal information delivered rapidly makes it much easier to customise the conversation.

Artificial intelligence solutions can also compare customers’ actions to other user profiles with a similar background to determine what kind of step a service agent should recommend next. This allows service reps to make better decisions during the customer journey. AI solutions can even understand when a conversation is going south, so it knows when to ask for help from a supervisor elsewhere in the contact centre landscape.

AI Augments and Empowers Human Agents

Artificial Intelligence solutions are becoming increasingly good at understanding various aspects of the human customer journey. With the right algorithms, these solutions can carefully assess the needs of a target audience, and help agents to drive better, more meaningful interactions. However, there’s still the need for a human agent to be present to deliver the best experience.

AI solutions in the contact centre can use sentiment analysis to understand the feelings of a caller, but only a human agent can use the right best practices suggested to turn a negative experience into a positive one. An AI system can even use predictive analytics based on previous interactions to determine what an agent should do next. However, again, the agent is still an essential part of the experience.

By offering insights into the expectations and experiences of customers, AI ensures that agents have the information they need to deliver more meaningful and empathetic experiences. This is an excellent example of how the AI system doesn’t simply replace the human agent, but it does augment the abilities of these professionals and provide them with extra tools for success.


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