Can customer empathy and AI coexist?

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CX Network

A person holding a heart showing emotional intelligence and empathy for others

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Emotional Intelligence 

In Pega’s survey of 5,000 consumers from North America, the United Kingdom, Japan, Germany, and France, most respondents stated they believe in humans’ capacity for empathy. However, 39% don’t think humans are the gold standard.

This lack of faith extends to how respondents feel about businesses: 

Two-thirds (65%) of respondents don’t believe companies have customers’ best interest at heart, but 68% think organizations have a moral obligation to do what's right for the customer (beyond what's legally required).

Empathy is not about humans versus AI; it’s about using the best of what both have to offer. The future of AI-based decisioning is a combination of AI insights with human supplied ethical considerations. When many channels don't feature human agents, AI is the key to powering customer engagement and optimization across all channels

Download this study to find out: 

  • Why transparency is key to helping customers better understand how AI works 
  • The reason why AI machines need to be able to explain exactly why a decision was made
  • Customer views on AI and empathy 
  • How companies fail with customer-centric empathy 
  • Customer concerns about AI and bias 
  • How to take control of AI with transparencey and empathy 
  • Real-time omnichannel artificial intelligence capabilities