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Emotional intelligence in AI refers to a machine’s ability to learn and respond to human emotion. Given the importance of feelings, passions and emotions in decision making – especially when it comes to products and services – training AI with emotional intelligence improves customer experience (CX). Now, agents don’t have to decipher a customer’s emotions and desires alone. AI systems that are equipped with emotional intelligence are able to pinpoint how conversations are going and how clients truly feel, allowing the root of their problem or challenge to be elevated and responded to quickly and effectively.
Call center agents are assisted by the emotional intelligence offered by AI, but the benefits extend far beyond the dialing and tone of a call. Artificial intelligence is able to gauge and map customer satisfaction and happiness across the entirety of the customer journey, and adjusted approaches offer opportunities to improve CX.