{"id":440269,"date":"2022-05-01T11:00:48","date_gmt":"2022-05-01T08:00:48","guid":{"rendered":"https:\/\/en.buradabiliyorum.com\/believe-it-or-not-ai-can-help-brands-connect-with-customers-in-an-empathetic-way\/"},"modified":"2022-05-01T11:00:48","modified_gmt":"2022-05-01T08:00:48","slug":"believe-it-or-not-ai-can-help-brands-connect-with-customers-in-an-empathetic-way","status":"publish","type":"post","link":"https:\/\/buradabiliyorum.com\/en\/believe-it-or-not-ai-can-help-brands-connect-with-customers-in-an-empathetic-way\/","title":{"rendered":"#Believe it or not, AI can help brands connect with customers in an empathetic way"},"content":{"rendered":"<div id=\"ez-toc-container\" class=\"ez-toc-v2_0_85 counter-hierarchy ez-toc-counter ez-toc-custom ez-toc-container-direction\">\n<p class=\"ez-toc-title\" style=\"cursor:inherit\">Table of Contents<\/p>\n<label for=\"ez-toc-cssicon-toggle-item-6a4f04511afc7\" class=\"ez-toc-cssicon-toggle-label\"><span class=\"\"><span class=\"eztoc-hide\" style=\"display:none;\">Toggle<\/span><span class=\"ez-toc-icon-toggle-span\"><svg style=\"fill: #dd3333;color:#dd3333\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" class=\"list-377408\" width=\"20px\" height=\"20px\" viewBox=\"0 0 24 24\" fill=\"none\"><path d=\"M6 6H4v2h2V6zm14 0H8v2h12V6zM4 11h2v2H4v-2zm16 0H8v2h12v-2zM4 16h2v2H4v-2zm16 0H8v2h12v-2z\" fill=\"currentColor\"><\/path><\/svg><svg style=\"fill: #dd3333;color:#dd3333\" class=\"arrow-unsorted-368013\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"10px\" height=\"10px\" viewBox=\"0 0 24 24\" version=\"1.2\" baseProfile=\"tiny\"><path d=\"M18.2 9.3l-6.2-6.3-6.2 6.3c-.2.2-.3.4-.3.7s.1.5.3.7c.2.2.4.3.7.3h11c.3 0 .5-.1.7-.3.2-.2.3-.5.3-.7s-.1-.5-.3-.7zM5.8 14.7l6.2 6.3 6.2-6.3c.2-.2.3-.5.3-.7s-.1-.5-.3-.7c-.2-.2-.4-.3-.7-.3h-11c-.3 0-.5.1-.7.3-.2.2-.3.5-.3.7s.1.5.3.7z\"\/><\/svg><\/span><\/span><\/label><input type=\"checkbox\"  id=\"ez-toc-cssicon-toggle-item-6a4f04511afc7\" checked aria-label=\"Toggle\" \/><nav><ul class='ez-toc-list ez-toc-list-level-1 ' ><li class='ez-toc-page-1 ez-toc-heading-level-1'><a class=\"ez-toc-link ez-toc-heading-1\" href=\"https:\/\/buradabiliyorum.com\/en\/believe-it-or-not-ai-can-help-brands-connect-with-customers-in-an-empathetic-way\/#%E2%80%9CBelieve_it_or_not_AI_can_help_brands_connect_with_customers_in_an_empathetic_way%E2%80%9D\" >&#8220;Believe it or not, AI can help brands connect with customers in an empathetic way&#8221;<\/a><ul class='ez-toc-list-level-2' ><li class='ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-2\" href=\"https:\/\/buradabiliyorum.com\/en\/believe-it-or-not-ai-can-help-brands-connect-with-customers-in-an-empathetic-way\/#Emotional_intelligence_in_business_leads_to_outperformance\" >Emotional intelligence in business leads to outperformance<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-3\" href=\"https:\/\/buradabiliyorum.com\/en\/believe-it-or-not-ai-can-help-brands-connect-with-customers-in-an-empathetic-way\/#The_new_route_for_CX_success_relies_on_empathy\" >The new route for CX success relies on empathy<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-4\" href=\"https:\/\/buradabiliyorum.com\/en\/believe-it-or-not-ai-can-help-brands-connect-with-customers-in-an-empathetic-way\/#The_recipe_for_success\" >The recipe for success<\/a><\/li><\/ul><\/li><\/ul><\/nav><\/div>\n<h1><span class=\"ez-toc-section\" id=\"%E2%80%9CBelieve_it_or_not_AI_can_help_brands_connect_with_customers_in_an_empathetic_way%E2%80%9D\"><\/span>&#8220;Believe it or not, AI can help brands connect with customers in an empathetic way&#8221;<span class=\"ez-toc-section-end\"><\/span><\/h1>\n<p><img decoding=\"async\" src=\"https:\/\/img-cdn.tnwcdn.com\/image?fit=796%2C417&amp;url=https%3A%2F%2Fcdn0.tnwcdn.com%2Fwp-content%2Fblogs.dir%2F1%2Ffiles%2F2022%2F04%2Fimage-20.jpeg&amp;signature=a669e00994f45c3f39ae698cec3a89d4\" \/><\/p>\n<div>\n                            Brands are beginning to see the need to incorporate emotional intelligence into the customer experience. It is crucial to implement automation in the sales, marketing and customer service industry while also finding ways to personalize an experience for a customer using empathy.<\/p>\n<p><a rel=\"nofollow noopener\" target=\"_blank\" href=\"https:\/\/brandgenetics.com\/human-thinking\/empathy-statistics-for-business\/\">Studies<\/a> show human empathy is on the decline \u2013 a deficit costing the average brand $300 million in lost revenue every year. Developments in artificial intelligence (AI) to help brands recognize opportunities to respond in an empathetic way are on the rise.<\/p>\n<p>Understanding the customer mindset really starts with brands truly connecting with their customers to effectively market, sell, and serve. Empathetic AI solutions are coming into the picture to compliment and empower sales, marketing, and service professionals on the customer front lines; these are helping to identify the customer\u2019s emotional state and intent, enabling organizations to deliver a high-definition customer experience.<\/p>\n<h2><span class=\"ez-toc-section\" id=\"Emotional_intelligence_in_business_leads_to_outperformance\"><\/span>Emotional intelligence in business leads to outperformance<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>Now more than ever, customers are seeking easy, effortless experiences that satisfy their current and future needs. In fact, how customers <a rel=\"nofollow noopener\" target=\"_blank\" href=\"https:\/\/www.inc.com\/logan-chierotti\/harvard-professor-says-95-of-purchasing-decisions-are-subconscious.html\">feel drives their purchasing habits<\/a>, and some <a rel=\"nofollow noopener\" target=\"_blank\" href=\"https:\/\/www.pwc.com\/us\/en\/services\/consulting\/library\/consumer-intelligence-series\/future-of-customer-experience.html\">86 percent will pay more<\/a> for a great customer experience. This is where brand <a rel=\"nofollow noopener\" target=\"_blank\" href=\"https:\/\/bdtechtalks.com\/2019\/07\/02\/what-is-emotion-ai\/\">emotional intelligence<\/a> plays a critical role. McKinsey recently referenced a <a rel=\"nofollow noopener\" target=\"_blank\" href=\"https:\/\/www.mckinsey.com\/business-functions\/mckinsey-analytics\/our-insights\/getting-the-feels-should-ai-have-empathy\">study<\/a> that evaluated 170 publicly traded companies on their empathic abilities and found that businesses with empathy within their culture, and toward the customer, will have a net positive benefit on their bottom line. The top ten leaders in empathy outperformed the bottom ten by two times on the stock market.<\/p>\n<p><a rel=\"nofollow noopener\" target=\"_blank\" href=\"https:\/\/www.gartner.com\/en\/documents\/3990206\/buyers-don-t-want-sympathy-use-the-science-of-empathy-to\">Gartner<\/a> agrees that companies that deploy empathy significantly outperform those that don\u2019t, in terms of sales and profit. Designing an emotionally aware organisation is increasingly becoming a topic at the top of the board room agendas.<\/p>\n<h2><span class=\"ez-toc-section\" id=\"The_new_route_for_CX_success_relies_on_empathy\"><\/span>The new route for CX success relies on empathy<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>Empathy is critical in the route to offering customers great experiences; however, empathy can be difficult to achieve without the right plan in place. According to <a rel=\"nofollow noopener\" target=\"_blank\" href=\"https:\/\/www.forrester.com\/blogs\/in-times-of-crisis-empathy-fuels-loyalty\/\">Forrester<\/a>, consumers are gravitating toward brands that emphasize people over profits. While nearly all businesses know the importance of showing customer empathy, most struggle to deliver it on a consistent basis.<\/p>\n<p>Many organisations are prioritising humans and bots working together to bring out each other\u2019s best capabilities by using AI to identify how customers feel, so customer-facing professionals can understand and respond in real-time. Today, AI-driven sentiment analysis capabilities are supercharging CRM functions such as sales, marketing, and service interactions with the power of knowing each customer and prospect\u2019s emotional state and intent.<\/p>\n<p>Paul Greenberg, President of the 56 Group, LLC and author of The Commonwealth of Self Interest: Business Success Through Customer Engagement, has written extensively about the business empathy imperative \u2013 the ability to understand what customers and employees are going through, along with the relevant context, and act accordingly. He states, \u201cOne of the highest callings of customer experience professionals and enabling <a href=\"https:\/\/buradabiliyorum.com\/en\/category\/technology\/\" data-internallinksmanager029f6b8e52c=\"4\" title=\"Technology\" target=\"_blank\" rel=\"noopener\">technology<\/a> platforms is helping customers via an understanding of their struggles and aspirations.\u201d<\/p>\n<p>By leveraging a combination of <a rel=\"nofollow noopener\" target=\"_blank\" href=\"https:\/\/bdtechtalks.com\/2018\/02\/20\/ai-machine-learning-nlg-nlp\/\">Natural Language Processing<\/a> (NLP) and AI to surface next-level or next-best action for empathic customer engagement, AI solutions are becoming progressively good at using sentiment analysis capabilities to understand the customer better. Greenberg says, \u201cAI-powered sentiment analysis weds customer voice and text to business action, providing every sales and service interaction with the means to account for customers\u2019 emotional tone and attitude \u2013 context indispensable to supporting exceptional experiences.\u201d In addition, business professionals can review sentiment data to evaluate overall customer experience and journey effectiveness \u2013 providing the means for continuous improvement in meeting and exceeding customer expectations.<\/p>\n<p>The use of empathic AI solutions mimicking human empathy is visibly helping front-line employees who work directly with customers better understand and respond in context to the range and depth of customer behaviours and emotions to ultimately serve them better.<\/p>\n<h2><span class=\"ez-toc-section\" id=\"The_recipe_for_success\"><\/span>The recipe for success<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>The CX journey needs to be memorable and one that also recognizes and delivers on customers\u2019 emotional needs. On many occasions, customers will wish for a self-serve interaction that is quick, easy and makes the best use of their time. However, at other times when there is a problem or they want to understand how a product or service will best meet their needs, they will want to be truly understood, felt and heard via a human connection.<\/p>\n<p>Currently, organisations are focusing on utilising AI to improve the customer experience by understanding and delivering on their needs. Customer-facing professionals can produce the right answers and outcomes quickly and confidently by using AI solutions. For the customer, this shows that their needs and emotional state are satisfied to help build authentic connections with customers that bodes well for continued loyalty.<\/p>\n<p>Leveraging AI-powered solutions using sentiment analysis provides the critical insights businesses need to recognise customer emotions and deliver high-definition customer experience at scale.<\/p>\n<p>This use of AI is becoming fundamental in the customer experience realm to boost customer satisfaction and improve the bottom line. While emotional intelligence can vary from one employee to another, with empathic AI capabilities, our own human emotional intelligence can be augmented and heightened to level up the overall emotional intelligence of the organisation.<\/p>\n<p><em>This article was originally written by Chris Pennington and published by Ben Dickson on<span>\u00a0<\/span><a rel=\"nofollow noopener\" target=\"_blank\" href=\"https:\/\/bdtechtalks.com\/\">TechTalks<\/a>, a publication that examines trends in technology, how they affect the way we live and do business, and the problems they solve. But we also discuss the evil side of technology, the darker implications of new tech, and what we need to look out for. You can read the original article\u00a0<a rel=\"nofollow noopener\" target=\"_blank\" href=\"https:\/\/bdtechtalks.com\/2022\/04\/24\/emotional-ai-customer-service\/\">here<\/a>.<\/em>\n                        <\/div>\n<blockquote><p><strong><span style=\"color: #ff6600;\">If you liked the article, do not forget to share it with your friends. 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It is crucial to implement automation in the sales, marketing and customer service industry while also finding ways to personalize an experience for a customer&#8230;<\/p>\n","protected":false},"author":1,"featured_media":440270,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"fifu_image_url":"https:\/\/img-cdn.tnwcdn.com\/image\/neural?filter_last=1&fit=1280,640&url=https:\/\/cdn0.tnwcdn.com\/wp-content\/blogs.dir\/1\/files\/2022\/04\/image-20.jpeg&signature=fdb6b8bdad7a3fe3ea7ffb4d5bfd6f3d","fifu_image_alt":"","footnotes":""},"categories":[18],"tags":[],"class_list":["post-440269","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-technology"],"_links":{"self":[{"href":"https:\/\/buradabiliyorum.com\/en\/wp-json\/wp\/v2\/posts\/440269","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/buradabiliyorum.com\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/buradabiliyorum.com\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/buradabiliyorum.com\/en\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/buradabiliyorum.com\/en\/wp-json\/wp\/v2\/comments?post=440269"}],"version-history":[{"count":0,"href":"https:\/\/buradabiliyorum.com\/en\/wp-json\/wp\/v2\/posts\/440269\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/buradabiliyorum.com\/en\/wp-json\/wp\/v2\/media\/440270"}],"wp:attachment":[{"href":"https:\/\/buradabiliyorum.com\/en\/wp-json\/wp\/v2\/media?parent=440269"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/buradabiliyorum.com\/en\/wp-json\/wp\/v2\/categories?post=440269"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/buradabiliyorum.com\/en\/wp-json\/wp\/v2\/tags?post=440269"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}