I Feel for You

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Boosting both the individual and corporate EQ, in order to create a more effective, meaningful and satisfying symbiosis between man and machine

Voice assistants and chatbots are becoming ever smarter. AI makes it possible to mimic our language and understand our intentions, sometimes to the point that we prefer interactions with technology – as it provides convenience, instant support, easy communication and is always available. AI also takes its place next to us at the workplace, augmenting us with powerful, intelligent capabilities and automation. But AI-based systems still lack two basic yet important qualities: empathy and emotional intelligence. It’s a call to seriously boost our own EQ, both to make our systems and bots more sensitive to emotion, but also to simply complement AI with the unique capabilities that only humans possess.

What

  • As stated by the Capgemini Research Institute, 74% of executives believe that emotional intelligence will become a “must-have” skill within the next five years.
  • Non-verbal components of communication are the key to its effectiveness, with vocal and facial cues contributing 38% and 55% respectively to the delivery of the message as a whole.
  • There are 3 specific situations where emotional intelligence is required for a more successful outcome: Dealing with anger and impatience, dealing with disappointment and frustration, and dealing with surprise, happiness and gratitude.
  • As brands work hard to “digitalize” their customer service operations, they need to ensure their efforts don’t drown out the emotional context.
  • 59% of misunderstood requests over chatbots are due to a misunderstanding of the nuances in human dialogue, due to lack of conversational intelligence and empathy.

Use

  • The main conversational assistants’ providers, Microsoft (Cortana), Amazon (Alexa), Google Assistant, IBM Watson Assistant, all provide empathy driven AI features through API.
  • In the healthcare industry, Replikais a personal companion for mental wellbeing, with 2.5 million users turning to Replika anytime, day or night, when they are feeling down or anxious.
  • Tabatha, a Facebook Messenger-based AI helps people who are displaying symptoms of asthma pursue further medical advice in an empathetic and informative manner.
  • In the retail industry, H&Mhas created a chatbot that acts as your sales guide taking into account gender, style preference and mood to adjust the way it interacts.
  • Contact Center solutions, such as Odigoor Genesys provides ability to detect emotions and mood across voice and written channels.
  • Together with the UK Charity Action for Children, Capgemini developed an AI app called elf.ai. It allows a more meaningful and exciting way of choosing a gift for Christmas, by visiting Action for Children’s Secret Santa Pop-Up Store at Covent Garden in London.
  • Since 2017, the number of automotive companies deploying AI at scale has grown from 7% to 10%. (Capgemini Research Institute)

IMPACT

  • Personalized and tailored customer experiences build better customer relationships.
  • AI is significantly improving the driving experience in the automobile sector, by optimizing the ride based on who is in the vehicle, their mood, and how they are interacting with others.
  • Brands can improve the user experience and boost customer loyalty.
  • Positively affect the customer’s perception to receive positive feedback and build a satisfied customer base.
  • By understanding how people react and why, businesses can enhance the customer experience, communicate more effectively and build stronger, more meaningful brands, all of which leads to happier customers and business growth.

Tech

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