You are here
Emotional AI: towards engineered empathy
In the never-ending story of consumer empowerment, a new chapter opens. Advances in artificial intelligence (AI) technology are assisting customer service workers in repetitive tasks, resulting in a new generation of intelligent chatbots and automated consumer-facing platforms.
In some cases, this will see entry-level roles replaced by smart AI, however, there will always be a need for human input. Machines have the potential to push boundaries, but the human touch is a differentiating factor for consumers who favour interacting with a person.
How are the bots advancing? They boast an increasingly clinical understanding of the customer’s real-time emotional state (including his/her emotional associations with particular brands) and the arrival of empathetic services that, powered by cold hard data, deliver warmer, more human interactions, at scale and on-demand.
Soft skills grow in importance
A digital you
What are the key trends and how are they likely to impact the future of work? We explore the following future trends: