“Empathy” is the buzzword of the moment in the world of contact centers. Ironically, it owes its current popularity to the growth and success of AI in the contact center.
The idea is that AI can improve contact center capabilities in two ways that each help human agents be more empathetic toward customers, thus providing a better experience and inspiring greater loyalty.
The first way that AI makes empathy more important is by offloading the simplest customer service tasks from human agents. Through chatbots and other automated processes, the contact center is able to free up the precious time of human agents, so they can handle complex and possibly contentious interactions for which AI remains unsuited.
