Artificial intelligence has brought great leaps in customer service. Automation speeds up processes, but also brings the challenge of how to maintain a human touch in interactions, especially in customer service. Ana Abreu, COO and co-founder of WeClever, a pioneer in conversational intelligence and automated auditing, shows how AI has managed to add a layer of empathy, strengthening relationships and building customer loyalty in an increasingly connected world.
“Empathy is not exclusive to humans. When well applied, artificial intelligence can indeed contribute to closer, more personalized, and respectful relationships with customers. The secret lies in the ethical and intelligent use of technology, always guided by listening,” says Ana.
Personalization based on data
In the digital world, data collection and analysis have become essential to providing more relevant experiences. According to a McKinsey report, companies that personalize the customer experience are 40% more likely to increase revenue than those that do not.
This means that a simple chatbot can — and should — go beyond standardized responses. It can use regional expressions, adapt the language according to the consumer’s profile, or even suggest products and services based on interaction history. “When the customer realizes they have truly been heard, even in a digital environment, they feel valued. That’s empathy in action,” comments Ana.
Automation with humanized and personalized language
Personalizing interactions goes far beyond inserting the customer’s name in a message. It means understanding their real needs, responding with empathy, and offering solutions tailored to the context.
“Automation doesn’t have to be synonymous with coldness. On the contrary: when well configured, AI can provide fast and welcoming service that respects the time and emotions of the person on the other side of the screen,” explains Ana.
Collecting feedback is also a good practice for creating digital empathy. This not only continuously improves conversation flows but also shows that the company values customer feedback and is committed to the constant evolution of the service provided.
Real-time emotion identification
According to a Capgemini study, 62% of consumers say they have a more positive perception of brands when their interactions with AI demonstrate empathy. And one of the most effective ways to achieve this level is by using technologies capable of identifying emotions in real time.
More advanced solutions can already analyze the tone of the conversation, recognize frustrations or doubts, and automatically adjust the response to provide support and resolve the issue more effectively.
“We combine technology and active listening to create more human interactions, even when there isn’t a human responding,” says Ana. “It’s not about replacing people but expanding the ability to serve with intelligence and sensitivity.”
The 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’s a necessity. The customer wants to be heard, understood, and well served. And technology can — and should — help with that,” concludes Ana.
