Posted: 21 Jul 2022 Contributor: Ghia Marnewick
Empathetic AI: A New Route for CX Success For Boosting Sales and Marketing
Artificial intelligence is such a complex and rapidly developing technology that it is sometimes difficult to imagine what practical applications it might have today. Some of the most successful brands in the world have been using AI for many years and are reaping the rewards in terms of revenue, market reputation and visibility. Interesting fact, AI’s first appearance dates back to 1956, and has grown from strength to strength ever since.
Around 37% of businesses choose to use AI for all sorts of things that include basic communication, making product recommendations and more. In the world of marketing and advertising, 53% of businesses use this technology as the applications of AI are virtually endless – markets have new ideas and new ways to use them every day.
What is the best way to use AI applications in marketing and advertising in 2022?
What Is Empathic AI?
As much as we want to firmly believe that humans are logical beings and nothing is more important than logic, we cannot ignore that humans are social beings. Although it is worth considering sympathy vs empathy in sales. Sympathy is about feeling sorry for someone, while empathy is understanding and connecting with what people are going through.
We thrive on empathy, but we also like to think that we are logical at the same time. In fact, our emotions dominate much of our intelligence. Artificial empathy (AE), or computational empathy, is the development of artificial intelligence systems—as well as other robots or virtual agents—that are able to recognize human emotions and respond to them in an empathetic manner.
While this technology may be seen as intimidating or threatening to many people, it may also have a significant advantage over people in occupations traditionally involved in emotional gaming, such as the entertainment sector.
Why Is an Empathy AI Solution Needed for Brands Success?
By combining natural language processing (NLP) and artificial intelligence to demonstrate the next level as the next best practice for empathic customer interaction, AI solutions become more effective in leveraging the ability to analyze sentiment to better understand the customer. This is where neuromarketing can come into play.
AI-driven sentiment analysis incorporates customer voice and text into business actions, giving every sale and service interaction a way to consider the emotional tone and behavior of the customer. Customers – a context that must be unique to support experiences.
In addition, business professionals can evaluate sentiment data to evaluate the overall customer experience and drive travel effectiveness for continuous improvement to meet and convince expectations. Using empathy AI solutions that mimic human empathy helps frontline employees who work directly with customers better understand and respond to the context of the range and depth of customer behavior and emotions to ultimately serve them.
Why Empathic AI Is the New Route to CX Success?
The CX journey should be memorable and one that recognizes and also fulfills the emotional needs of customers. On many occasions, customers hope for a self-service interaction that is quick, easy, and timesaving. But sometimes when they have a problem or want to understand how a product or service best fits their needs, they want to be understood, felt, and heard through a human connection.
Today, organizations are focusing on using AI to improve the customer experience by understanding and fulfilling their needs. Customer-facing professionals can use AI solutions to generate the right answers and results quickly and confidently. It shows the customer that their needs and emotional state are being met to help build genuine customer relationships that are good for lasting loyalty.
Using AI-driven solutions with sentiment analysis provides the critical insights companies need to identify customer emotions and deliver high-resolution customer experiences at scale. This use of artificial intelligence has become essential in the field of customer experience to improve customer satisfaction and improve the bottom line.
While emotional intelligence may vary from employee to employee, with the ability of empathic AI, our human emotional intelligence can be augmented and enhanced to increase the overall emotional intelligence of the organization.
The Benefits of Empathic AI For Businesses
Given everything mentioned above, the benefits of empathy in sales should be quite self-explanatory. However, to ensure that nothing gets lost in translation, let’s take a look at some of the benefits you can expect when using empathetic AI.
There are several ways empathic AI can improve your ability to retain customers and clients. They all revolve around the ability of intelligent algorithms to model patterns from data and draw logical conclusions from them. For example, a chatbot analyzes a user's social data to provide automated personalized assistance based on similar interactions. Optimizing customer service requires executing this level of convenience and personalization. But to do that, you need to look deeper into the reasons why marketing teams should use empathic AI tools.
The power of artificial intelligence to automatically connect marketing teams with customer interests is a huge payoff for implementers. Opportunities can be developed with existing clients using artificial intelligence designed to understand this. This includes attracting and qualifying leads, assessing pain points, and updating client information. Therefore, marketing professionals only need to use their smart tools for better insight to improve the customer experience.
The potential of AI data application provides more personalized automated support with the ability to serve customers around the clock, bridging gaps in your human resources and reaping greater customer satisfaction. Conversational AI is one such tool to foster empathy, harnessing the power of natural language processing (NLP) to improve the customer experience. NLP is a computational process that involves verbal understanding of AI as a human being. It is constantly evolving, using the power of AI to identify value perspectives and decision drivers for the customer.
These empathic AI benefits make it one of the most sought-after tools of 2022. But artificial intelligence is no substitute for the personal human touch.
How Brands Can Leverage Empathic AI
Leveraging the power of empathetic AI may seem complex, but it doesn’t have to be. Here are a few simple ways your brand can leverage this technology.
Connect with more people in less time:
AI chatbots, surveys, and other forms of automated interaction are designed with multiple personalities and the ability to adapt to users' chat styles. They can communicate more effectively with users, solve problems faster or get more accurate and useful information.
Understand what motivates your audience:
AI-driven qualitative data analysis can be automated, and feedback collected directly from users through surveys, questionnaires, interviews, social media, and online feedback sites. Artificial intelligence performs time-consuming data analysis to enable humans to discover and act on often unexpected insights when creating UX strategy.
Reduce research time:
AI can help you learn more in less time. When IDEO's application development team added a robot to their daily routine, they were able to expand the amount of data they could collect and manage because the robot was doing it for them. With all the data, they were able to customize their prototype for a better user experience. Instead of heralding a dystopian AI to come, the bot augments the team instead of replacing it.
Connect ideas like never before:
Automating the design process delegates routine and mechanical tasks to AI, allowing designers to focus on a higher level of design thinking. While qualitative data analysis combines existing separate consumer and marketing data streams, resulting in new cross-departmental insights and a faster path to idea optimization.
Reducing time-consuming and expensive tasks:
Robotic process automation is not new, but intelligent automation is rapidly changing, so it is important to remove the human-robot to detect changes. and financial money. department, marketing, customer service, and payroll. Meanwhile, artificial intelligence transcription software allows people to focus on insight, not taking notes, using voice recognition and analysis to facilitate transcription time and accuracy, audio, and video to text for data analysis.
Impressive Empathy AI Examples
This may sound like a far-fetched concept, but to bring it all together, let’s take a look at two impressive examples.
Humana Pharmacy: Cognito
Cogito is an empathetic AI system that helps call center agents better understand customer emotions. Cogito processes customers' emotions by recognizing behavioral patterns such as long pauses, accelerated speech, or raised voices. It then sends messages to the call center agent to help them become more empathetic. Phrases like "You are too loud" or "Try to communicate with the customer". This is a great use of real-time intelligence for one-on-one interaction.
AI Worthix: LUCI
This artificial intelligence can determine which customer views and experiences are most likely to influence their decision to buy a business or not. Thanks to advanced statistical models and natural language processing, LUCI communicates directly with customers. This dialogue identifies the pain points of their experiences, their perceptions of values , and the driving forces behind their decisions. This rich voice of customer feedback is then instantly translated into actionable, scalable intelligence.
It’s Time to Embrace Empathetic AI
These systems are constantly evolving to offer a more personal, humanlike level of interaction and understanding between the robot and the customer. Of course, this feature has automation potential. However, AI will not completely replace marketing teams. Instead, it can serve as a way to reduce the cost and work involved in communicating with customers without compromising the quality of your service.
Sales teams need to implement these empathic AI systems to reap these benefits. Through empathy, you share your client's feelings. It gives you plenty of opportunities to leave them in a positive mood. Let AI help you streamline the world of marketing and business, opening up a new world of opportunity for your brand.