“I’m sorry you’re upset.

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to our research, 71% of customers are already convinced thatAI will help provide more empathetic customer experiences. The trick is knowingwhen and where to use artificial empathy to improve, not degrade, theexperiences you deliver. Your surprise ally in empathy At first glance, empathyand AI might not seem like a good mix, but when the technology is used wisely,it can be instrumental in delivering more personalized experiences. Accordingto our research, customers agree: 67% of them want an AI that can adapt itscommunication and tone based on how they feel. Let's be clear: detecting andresponding to customer emotions is not the same as feeling them. Your AIdoesn't pretend to understand the feeling of a bad customer experience, but itmust know

exactly how to interact with a dissatisfied customer. Thesubtle distinction between listening  Chinese Malaysia Phone Number List and feeling Customers want AI that listensto them, but without pretending to know what they're experiencing. Here is anexample of a good interaction and a failed interaction. A chatbot that listensand shows empathy: “I hear you're upset, and I'm sorry for the inconvenience. Iwould like to help you as best as possible. Would you like me to request arefund or put you in touch with someone who can provide further assistance? » Achatbot that attempts to imitate a customer's feelings:  I know how annoying it is to not receive an important package on time. »We found that nearly three in four customers feel like their emotional state isoften

ignored on digital channels. This is where artificialempathy can play an important role. By detecting and responding to changes incustomer behavior, AI can enable businesses to become more active listeners,offering tailored solutions or bringing in an agent as needed. Nearly 3 in 4customers feel that their emotional state is often ignored on digital channels.By better understanding what customers think, feel, and do at scale, supportteams can respond to everyone's needs in real time. Companies can therefore gobeyond transactional engagement to build deeper relationships. The importanceof preserving the human side Studies have shown the positive effect of AI indelivering more empathetic experiences, but it cannot and should not beexpected to