Why AI and EI success are intertwined

There are many hot topics on customer service managers’ agenda. One of them has rapidly evolved into a key goal: “how can we optimize Artificial Intelligence improving quality and consistency on the customer’s end?” Starting from this question, I’m going to show how the customer service team is called upon to constantly sharpen their digital conversations skills. Because AI and EI success are strongly tied one another.

Balancing Artificial and Emotional Intelligence

Hence, the need to focus on both areas (AI and EI) with a continuous improvement approach. On the one hand, the human customer service team must consolidate their digital conversational skills; on the other, Artificial Intelligence, in return, must effectively support the human team to provide increasingly efficient customer service. Such an evolutionary path requires a detailed analysis of incoming and outgoing communication flows with particular attention to time management and the overall productivity of the company – starting from the customer service department as the “front-line manager” of digital conversations with the customer. Therefore, when implemented in a conscious and targeted manner, Artificial Intelligence can improve operational efficiency by offering the customer a more personalized and rewarding experience.

Image credit: Cognify

How to use AI in Digital Customer Service

Talking about practice, how can you deploy Gen AI effectively leveraging at the same time human-to-human conversations? Listen to these podcasts where I share practical examples taken from my experience as a Digital Customer Service consultant and trainer.

Over to you

AI and EI success depends one another because they are both organs of the same body: digital customer experience. So make sure to maintain focus on it first, then decide how you may use Artificial Intelligence to make customers and your internal support team’s life easier. Day by day.