Artificial intelligence has brought great leaps in 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, demonstrates how AI has been able to add a layer of empathy, strengthening relationships and fostering customer loyalty in an increasingly connected world.
"Empathy is not exclusive to humans. When properly applied, artificial intelligence can indeed 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.
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. You can use regional expressions, adapt the language according to the consumer's profile, or even suggest products and services based on the interaction history. "When the client realizes they were truly heard, even in a digital environment, they feel valued. This is empathy in action," comments Ana.
Automation with humanized and personalized language
Customizing interactions goes far beyond inserting the customer's name into a message. It means understanding your real needs, responding with empathy, and offering solutions appropriate to the context.
"Automation doesn't have to be synonymous with coldness. On the contrary: when well configured, AI can provide prompt 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 but also demonstrates 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 reach this level is through the use of technologies capable of identifying emotions in real time.
More advanced solutions are already capable of analyzing the tone of the conversation, recognizing frustrations or doubts, and automatically adjusting 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 is no human responding," says Ana. "It's not about replacing people, but about expanding the capacity 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 — it is a necessity. The customer wants to be heard, understood, and well served. And technology can — and should — help with that, concludes Ana.
