Digital interactions: How to create empathy using AI

Artificial intelligence has brought great leaps to customer service. Automation streamlines processes, but also brings the challenge of how to maintain the 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 been able to add a layer of empathy, strengthening relationships and loyalty in an increasingly connected world.

“Empathy is not human exclusivity.When applied well, 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 the” listening, says Ana.

Personalization based on data

In the digital world, data collection and analysis have become essential to deliver more relevant experiences. According to a McKinsey report, companies that personalize 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 profile, or even suggest products and services based on the history of interactions. “When the customer realizes that he was heard for real, even in a digital environment, he feels valued. This is empathy in action”, comments Ana.

Automation with humanized and personalized language
 

Personalizing interactions goes far beyond inserting the customer name into a message.It means understanding their real needs, responding with empathy and offering context-appropriate solutions.

“Automation does not have to be synonymous with coldness. On the contrary: when well configured, AI can offer an agile and welcoming service that 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, it demonstrates that the company values customer opinion and is committed to the constant evolution of the service provided.

Identifying emotions in real time

According to a Capgemini study, 62% of consumers say they have a more positive perception of brands when their interactions with AI demonstrate empathy.

More advanced solutions are already able to analyze the tone of the conversation, recognize frustrations or doubts and adjust the answer automatically to offer reception 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.“It is not about replacing people, but about expanding the ability to serve with intelligence and sensitivity.”

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 ”is a necessity. The customer wants to be heard, understood and well served. And technology can and should help in this”, concludes Ana.