With empathy on the decline, AI is helping brands connect with customers in an empathic way

Emotional intelligence is a crucial aspect of customer communication, and key to deliver exceptional customer experiences. Today, leveraging automation in the sales, marketing and customer service arena while balancing the need for empathy is critical. While empathy is seen as a uniquely human trait, developments in artificial intelligence (AI) to help brands recognize and respond in an empathetic manner are on the rise and come at a critical time. Studies show that human empathy is on the decline – a deficit costing the average brand $300 million in lost revenue every year. For brands to truly connect with their customers to effectively market, sell and serve, they need to really understand the customer mindset. This is where empathic AI solutions are coming into the picture to complement and empower sales, marketing, and service professionals on the customer front lines to detect the customer's emotional state and intent and deliver a better customer experience.