AI and Emotional Intelligence in Customer Service

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This chapter discusses the challenges of traditional customer service systems and the emotional dynamics between representatives and customers. It explores innovative AI technology designed to modify customer emotions during interactions, enhancing both communication and agent well-being. The conversation highlights the balance needed between personal touch and AI efficiency, along with ethical considerations surrounding emotional manipulation in customer service.

Imagine calling the customer service and being greeted by a friendly, intelligent assistant who understands your needs instantly. No more endless waiting on the line listening to frustrating hold music—just seamless, efficient service. Actually, the roles of AI in customer service are much more diverse! From chatbots to voice assistants, and even to innovative voice modulations, let's take a look at whether AI can transform how businesses interact with customers, and the possible challenges ahead. On the show: Niu Honglin, Laiming & Steve Hatherly.