How to combine artificial intelligence and relational intelligence?
Do you want your intelligence to be artificial or relational? Both, my commander!
The customer is no longer just a King; he is a true Despot… He wants EVERYTHING and demands to be constantly surprised, fulfilled, considered, enchanted, pampered. To meet all these demands, humans are no longer enough.
So, customer relations have turned to AI (Artificial Intelligence) and gained speed, efficiency, and productivity. But the consumer reminds us that he also has a little heart that beats, and while AI satisfies his need for immediacy, it does not fulfill his relational need… So, back to humans to sprinkle all of that with a bit of emotion. In short, to satisfy the consumer 3.0, there is no other choice but to combine artificial intelligence and relational intelligence. But then, how to find the ideal dosage?
Machines to respond all the time and on all subjects
With the recent events related to the global health crisis of Covid-19 and the growing presence of online commerce, customer relationship cycles are accelerating. The challenge is therefore to communicate quickly and well to satisfy a maximum of customers and prospects in record time. To avoid the overload of CRC (Customer Relationship Services), it has become imperative to relieve agents by automating responses to the most common inquiries. This is where voicebots come into play: conversational agents capable of dialoguing with a human being. Thanks to AI, they can understand, analyze, and interpret requests expressed in natural language to provide an immediate answer to the question posed, 24/7. However, in general, internet users do their shopping in the evening and on weekends. The "bots" help align customer needs with brand availability. Thanks to them, customer relations never sleep!
Humans to infuse emotion and imagination
What is "Relational Intelligence" then, this precious good that robots cannot yet take from us? It is a set of qualities, or skills, that allow us to build and maintain constructive, harmonious, and lasting relationships. They rely on emotional intelligence on one hand, and social intelligence on the other. They allow us to detect and take into account the needs of a third party, and to interact with that third party to satisfy those needs. These interactions generate trust, emotion, loyalty, fidelity… all values that no bot will ever be able to inspire, that no algorithm will ever be able to replace. It is indeed the winning duo of a "seamless" Customer Relationship Service: a machine that responds 24/7, doing its best to personalize the exchanges; paired with a human available at its hours but who knows, understands, and surprises its customer!
Enhance your customer relationship with ViaSpeech
This desire to combine artificial intelligence and relational intelligence in the service of customer relations has been manifested at ViaDialog through the development of ViaSpeech.
ViaSpeech today offers a range of voicebot and callbot products for automating the customer journey in natural language through tools that can be integrated directly into your voice servers. Want to know more? Our teams are available to assist you at every stage of your projects!
Last updated: December 1, 2021
