Why Businesses Should Prioritize Emotional Intelligence Training Alongside AI Implementation

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Recently, while traveling abroad For work, I do A Amazon purchase of something I was unable has find In local stores. However, This purchase was running late, despite My paid additional For he has arrive on time. By THE time he was ready has be book, I had Already moved has A new hotel In A different part of THE city. I was unable has update THE location on THE order, And This was something I necessary AS SOON AS POSSIBLE, SO I called up Amazon customer support has see What I could do.

Amazon Of course try It is level best has avoid Me Since Speaking has someone, keeping Me on THE phone For ten minutes And to bump Me back And ahead through A Labyrinth of unhelpful menu choice And generic FAQs pages that did Nothing has help with My specific request. Never once In any of them of these choice did they even offer THE option has "talk has A live human." SO naturally, I had has interrupt THE robot And ask (request) has talk has someone myself.

Related: In A Time Of Artificial Intelligence, There is Always Bedroom For Human Information

THE power of empathy

And once I was Finally conveyed has A human, guess What did this happen?

I explain has THE agent My situation In A angry blow. She listen And replied : "Madam, I can to understand This must be very frustrating, And I am SO SO Sorry, but We are unable has update THE address once It is out For delivery. Your only choice East has Cancel THE order And order again."

Ironically, even However She did Nothing has solve THE issue in addition giving Me more work has TO DO, My anger had molten far. Just having someone, A real person, showing empathy And authentically apologize For THE inconvenience do he all A little better.

And that, My friends, East something AI I can't make a less not Again). Imagine A AI trying has robotically And scary express empathy — not enough THE same.

Complementary AI with emotional intelligence training

Employees by And big are Fight With with THE harsh realities of AI socket on a lot previously human Tasks. People are Indeed losing jobs, Or are In hazard of losing jobs, SO these fears are not unjustified. As A change management lead WHO has help companies In adopt AI In their workflow, I have encounter both THE fears And THE real repercussions of mass layoffs And reorganizations has a lot of My client businesses.

But while AI has radically transformed how companies function, I would be argue that he East always not wall has replace most Facing customers functions — just increase them. Businesses should think twice Before completely exchange out people And replace them with AI.

For A, take A look has a few of these statistics published In A report by SUBJECT recently concerning THE to use of AI the robots For customer service:

80% of clients said using chatbots increase their frustration level.

78% of consumers were strength has connect with A human After fail has solve their needs through A automatic service string.

63% noted that their interaction with A chatbot did not result In A resolution.

72% felt that using A chatbot For customer service was A waste of time.

More that half of consumers (54%) believe that A phone call with A live agent provides THE the fastest resolution And best generally customer service.

A investigation led by Cyara find that of 1,554 consumers global, 30% were led far Since A brand by A negative chatbot experience.

He East TRUE that In a lot case, For more generic problems, A robot can help solve THE issue through A predictable workflow And pointing has a few online resource.

But most clients WHO take THE time has contact customer service to have well...