The Empathy Machine
Using AI to Guide Employees Toward Better Customer Care
Shep Hyken interviews Joel Makhluf. They discuss the need for more awareness and empathy among customer service agents and how AI and technology can provide that.>
Top Takeaways:
Artificial intelligence (AI) is a powerful tool. When used correctly to support customer service representatives and call center agents, it can help humans be “more human.”
It’s important to identify the behaviors that annoy customers the most over the phone, whether it’s talking too fast or too slow, interrupting them, speaking in monotone, etc.
AI platforms now have the ability to search for and recognize the “empathy cue,” which occurs when a customer is in a heightened state of emotion and therefore needs more empathy from the agent.
Pay attention to the nonverbal cues your customers give you. It’s not just what they say, but how they say it that matters.
Because AI is able to
