FEATURE ARTICLE

AI, CX, Emotional Intelligence & Love

By Paula Bernier, Executive Editor, TMC  |  February 14, 2017

There’s a lot of talk about emotional intelligence in customer service these days. And now artificial intelligence can help businesses better understand the emotional state of their customers and prospects.

Forrester (News - Alert) says as much in its study called “Artificial Intelligence Can Finally Unleash Your Business Applications’ Creativity”.

That, for example, can enable businesses to capture meaning by analyzing text and word semantics, mapping facial expressions and gestures to emotional state, and more.

This kind of thing is gaining interest by some of the world’s largest and most tech-savvy businesses. Indeed, Apple (News - Alert) recently acquired both Emotient, which uses AI to analyze facial expressions and read emotions. And VocalIQ uses deep neural nets to do speed recognition.

AutoGraph is another company that’s talking about emotional intelligence.

It relies on companies getting consumers to create their own profiles. It then uses those profiles, and its own neural net, to group the consumers into different personas. And that allows businesses to deliver more personalized experiences for customers, but on an automated basis.

The second largest supermarket in the U.K. is using the solution to better understand why consumers buy what they do. The Crown Estate, which runs Regent Street, the Rodeo Drive of London, is also an autoGraph customer. The company also serves some very large communications services providers, among other businesses.

“In our case, we’re building emotional intelligence through trust,” says

Henry Lawson, co-founder and CEO of autoGraph.

“To gain emotional intelligence from a customer requires a basis of reciprocal communication,” autograph opines in a June 2016 blog. “We can already see the successful results of reciprocal brand to consumer relationships with Uber, Opentable, and Airbnb to enhanced service offerings. However, we are yet to see brands using reciprocal communications with consumers to delve deeper in the psyche of the customer to achieve brand ‘love.’”




Edited by Stefania Viscusi
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