How to combine artificial intelligence and relational intelligence?
May 22, 2019
Do you want artificial or relational intelligence? Both, sir!
The customer is no longer just a King, he's a true Despot... He wants EVERYTHING and demands to be constantly surprised, fulfilled, considered, delighted, pampered. To meet all these demands, the human touch is no longer enough.
So, customer relations have turned to AI (Artificial Intelligence) and gained in speed, efficiency and productivity. But the consumer reminds us that he also has a little heart that beats, and that while AI satisfies his need for immediacy, it doesn't fulfill his need for a relationship... So, back to the human to sprinkle all this with a little emotion. In short, to satisfy the 3.0 consumer, there's no other choice than to combine artificial intelligence and relational intelligence. But how do you find the right mix?
Machines to answer all your questions, all the time
With the recent events linked to the Covid-19 global health crisis and the growing importance of online commerce, customer relations cycles are getting out of control. The challenge is to communicate quickly and effectively to satisfy a maximum number of customers and prospects in record time. To avoid bottlenecks in Customer Relations Departments (CRDs), it has become imperative to relieve agents by automating responses to the most common queries. This is where voicebots come in: conversational agents capable of dialoguing with a human being. Thanks to AI, they are able to understand, analyze and interpret requests expressed in natural language in order to provide, immediately, 24/7, an answer to the question posed. However, Internet users generally shop in the evenings and at weekends. Bots make it possible to match customer needs with brand availability. Thanks to bots, customer relations never sleep!
Humans to inspire emotion and imagination
So what is "Relational Intelligence", that precious commodity that robots can't yet steal from us? It's a set of qualities, or skills, that enable us to build and maintain constructive, harmonious and lasting relationships. They are based onemotional intelligence on the one hand, andsocial intelligence on the other. They enable us to detect and take into account the need(s) of a third party, and to interact with this third party to satisfy these need(s). These interactions generate trust, emotion, loyalty... all values that a bot will never be able to create, and that an algorithm will never be able to replace. This is the winning duo of a "seamless" Customer Relations Service: a machine that responds H24, doing its best to personalize exchanges; combined with a human who is present at all hours, but who knows, understands and surprises the customer!
Increase your customer relations with ViaSpeech
ViaDialog's commitment to combining artificial intelligence and relational intelligence in the service of customer relations is reflected in the development of ViaSpeech.
ViaSpeech now offers a range of voicebot and callbot products for automating the natural language customer journey, with tools that can be integrated directly into your voice servers. Would you like to find out more? Our teams are available to support you at every stage of your projects!
Last update: December 01, 2021
