No two customers are the same. Nor are interactions with the same customer always the same. There are several factors, both within and outside of your control, that can influence a customer’s emotions and require a different approach.
With artificial empathy, you can now modify experiences based on a customer’s mood at any given moment. It’s a level of personalization that goes beyond preferred channels or selected product pages — it can adapt and scale quickly and deeply based on changes in real time. It will also allow you to develop stronger connections with the people you serve.
71% of customers believe AI will make customer experiences more empathetic, according to research conducted by Zendesk.
It may seem strange that a japan whatsapp number list machine can be trusted to provide a kinder, gentler response, but you can do so with confidence. According to our research, 71% of customers already believe that AI will help make customer experiences more empathetic. The trick is knowing when and where to use artificial empathy to elevate, rather than degrade, the experiences you provide.
Your least expected partner for empathy
Empathy and AI may seem like incompatible concepts, but when used correctly, this technology can go a long way towards providing a more personalized experience. According to our research, customers agree: 67% want AI to adapt communication and tone to the customer’s mood.
Let’s get one thing straight: sensing and responding to customer emotions is not the same as actually feeling them. Your AI doesn’t know what it’s like to have a frustrating customer experience, and it shouldn’t pretend to. What it should know is exactly what to do when interacting with a customer who is feeling that way.
The fine line between listening and feeling
Customers want AI to listen to them, not pretend to know what they're going through. Below, we look at an example of a good interaction and one that isn't so good.
A chatbot that listens and empathizes:
"I understand that you're upset and I'm sorry for any inconvenience you've experienced. I'd like to be able to assist you in the best way possible. Can I help you process a refund or connect you with someone who can provide further assistance?"
A chatbot that tries to imitate a customer's mood:
"I'm sorry you're upset. I know how awful it is when an important package doesn't arrive on time."