Artificial intelligence has brought significant leaps in customer service. Automation streamlines processes, but it 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, pioneering in conversational intelligence and automated auditing, demonstrates how AI has been able to add a layer of empathy, strengthening relationships and building customer loyalty in an increasingly connected world
Empathy is not a human exclusivity. When well applied, artificial intelligence can indeed contribute to closer relationships, personalized and respectful towards 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 provide more relevant experiences. According to a report by McKinsey, 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 must — go beyond standardized answers. You can use regional expressions, adapt the language according to the consumer's profile, or even suggest products and services based on interaction history. "When the customer realizes they were truly heard", even in a digital environment, he feels valued. This is empathy in action, comment Ana
Automation with humanized and personalized language
Personalizing interactions goes far beyond inserting the customer's name in a message. It means understanding your real needs, respond with empathy and offer appropriate solutions to the context
"Automation does not have to be synonymous with coldness". On the contrary: when well configured, AI can provide fast and welcoming service, that respects the time and emotions of those on the other side of the screen, explain Ana
Collecting feedback is also a good practice for creating digital empathy. This not only continuously improves the conversation flows, how it demonstrates that the company values the customer's opinion and is committed to the constant evolution of the service provided
Real-time emotion identification
According to a study by Capgemini, 62% of consumers say they have a more positive perception of brands when their interactions with AI demonstrate empathy. One of the most effective ways to reach this level is by using technologies capable of identifying emotions in real time
More advanced solutions are already capable of analyzing the tone of the conversation, recognize frustrations or doubts and adjust the response automatically to provide support and resolve the issue 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 to expand 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 client wants to be heard, understood and well served. And technology can — and must — help with this, finishes Ana
