Artificial intelligence has brought great leaps for customer service. Automation streamlines processes, but also brings the challenge of maintaining human touch in interactions, especially customer service. Ana Abreu, COO and co-founder of Weclever, a pioneer in conversational intelligence and automated auditing, shows how AI has been able to add a layer of empathy, strengthening relationships and retaining customers in an increasingly connected world.
“Empathy is not human exclusive. When well applied, artificial intelligence can contribute to closer, personalized and respectful relationships with customers. The secret lies in the ethical and intelligent use of technology, always guided by listening”, says Ana.
Data-based customization
In the digital world, data collection and analysis has become essential to provide more relevant experiences. According to a McKinsey report, companies that customize the customer experience are 40% more likely to increase revenue than those who don’t.
This means that a simple chatbot can — and should — go beyond standardized responses. You can use regional expressions, adapt the language according to the consumer’s profile, or even suggest products and services based on the history of interactions. “When the customer realizes that he has been heard for real, even in a digital environment, he feels valued. This is empathy in action,” says Ana.
Automation with humanized and personalized language
Customizing interactions goes far beyond entering the customer’s name in a message. It means understanding your real needs, responding with empathy, and providing solutions that are appropriate to the context.
“Automation does not need to be synonymous with coldness. On the contrary: when well configured, AI can offer an agile and welcoming service, which respects the time and emotions of those on the other side of the screen”, explains Ana.
Collecting feedback is also a good practice to create digital empathy. This not only continuously improves conversation flows, but also demonstrates that the company values the customer’s opinion and is committed to the constant evolution of the service provided.
Real-time emotion identification
According to a study by Capgemini, 62% of consumers say they have a more positive perception of brands when their interactions with AI show empathy. And one of the most effective ways to reach that level is with the use of technologies capable of identifying emotions in real time.
More advanced solutions are already able to analyze the tone of the conversation, recognize frustrations or doubts, and automatically adjust the response to provide hosting and solve the problem more assertively.
“We combine technology and active listening to create more human interactions, even when there is no human responding,” says Ana.
future of human connections
In addition to shaping the future of business, empathy-driven automation contributes to more respectful and efficient relationships. By integrating AI with a customer-centric approach, companies build lasting and sustainable connections. “Digital empathy is more than a trend—it is a necessity. The customer wants to be heard, understood and well attended. And technology can—and should—help in it,” Ana concludes.
