AI & Intelligence Augmentation

Could Emotional Recognition Technology Improve Your Customer Service?

Emotional recognition technology might be able to help your customer service team better deal with customers who are upset. Here’s what you need to know.

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One of the greatest challenges of working in customer service day in and day out is dealing with customer emotions. Customers may be angry, frustrated, or disappointed with their brand interactions. When they call into your call center or reach out to customer support via e-mail, your agents don’t need to simply resolve the underlying issues that caused the problem—they must also find a way to identify and resolve the underlying emotional context. Some businesses are turning to emotional recognition technology to help make this easier.

What Is Emotional Recognition Technology?

As an increasing percentage of customer service interactions are powered by artificial intelligence (AI) or machine learning-driven technologies such as chatbots, brands are leveraging the opportunity to integrate emotional recognition and detection technology. Typically, this manifests in two ways: First, a new class of technology is emerging that can help use sentiment analysis to measure the verbal pitch and potential underlying emotion of a customer contacting a customer service center. Those data can then be used to help provide individualized coaching to customer service representatives to help them successfully get through the call. For example, if someone is angry, the technology may recommend using certain phrases, offering a higher level of resolution, or transferring the customer to a manager.

Emotional Recognition and Digital Customer Service

Another way emotional recognition technology is weaving its way into customer service is through digital service technology. For example, new tools are emerging that can help you determine the underlying tone of an e-mail. In other cases, emotional recognition technology can be integrated into chatbot programming. By incorporating emotional context into your digital support experiences, brands can add a layer of humanization and help even the most basic digital experiences more adequately meet customer needs.

Where Are the Trends Headed?

One of the biggest factors to remember is that brands are increasingly being called on to provide a higher level of customer service. As digital technology becomes more sophisticated and it becomes more cost-effective to scale AI and other digital support solutions, an important question has been raised: Can a robot or computer offer customer service when many of these situations require emotional intelligence? The good news for brands that are committed to incorporating the latest technology—without compromising customer experience—is that emotional recognition technology can help all aspects of their customer service be more efficient and more relevant.

Getting the emotional cadence of your customer service interactions right can help your customers feel heard and drive a more complete resolution to customer concerns. If you haven’t begun to explore how this technology can help you reach your customer experience goals, now is the time to get started.