It didn’t all change in March 2020. Not really. The UK high street has been in the throes of a gradual revolution for decades. From the rise of ecommerce, to the birth of mobile, social commerce, and a growing emphasis on experience, change has been underway for a while. In fact for many, the pandemic has acted as a wake-up call. Digital transformation was no longer a ‘nice to have’ but a matter of survival. Necessity sparked innovation and customers are enjoying more flexibility and conveni ...
…
continue reading
Content provided by Thomas Laird. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Thomas Laird or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://ppacc.player.fm/legal.
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Beyond Words: Measuring AI Empathy Through Impact
Manage episode 462794124 series 2471065
Content provided by Thomas Laird. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Thomas Laird or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://ppacc.player.fm/legal.
In this thought-provoking episode of Advice from a Call Center Geek, we dive deep into one of the most contested questions in customer service technology:
Can artificial intelligence truly demonstrate empathy, and how do we meaningfully measure it?
While tech companies tout their AI's emotional intelligence capabilities, we'll cut through the marketing hype to examine what empathy really means in customer interactions.
We'll explore practical examples from call centers where AI handles emotionally charged situations, comparing them with human responses to similar scenarios.
Through real case studies and expert insights, we'll break down the components of empathy, from emotional recognition to appropriate response selection - and assess how AI systems measure up against these criteria.
Rather than accepting the binary "AI can/cannot be empathetic" debate, we'll examine the nuanced reality of how AI systems process and respond to emotional cues.
We'll discuss concrete metrics used in call centers to evaluate emotional intelligence, whether applied to human agents or AI systems, and question whether these measurements truly capture the essence of empathy.
This episode challenges both AI skeptics and enthusiasts to reconsider their assumptions.
For call center leaders and CX professionals, we'll provide actionable frameworks to evaluate AI solutions beyond the buzzwords, helping you make informed decisions about implementing emotionally intelligent automation in your customer service operations.
Tom Laird’s 100% USA-based, AI-powered contact center. As the only outsourcing partner on the NICE CXone Customer Executive Council, Expivia is redefining what it means to be a CX tech partner. Learn more at expiviausa.com.
Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community: www.facebook.com/callcentergeek
Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
Follow on TikTok: https://www.tiktok.com/@callcenter_geek
Linkedin Group: https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel
241 episodes
Share
Manage episode 462794124 series 2471065
Content provided by Thomas Laird. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Thomas Laird or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://ppacc.player.fm/legal.
In this thought-provoking episode of Advice from a Call Center Geek, we dive deep into one of the most contested questions in customer service technology:
Can artificial intelligence truly demonstrate empathy, and how do we meaningfully measure it?
While tech companies tout their AI's emotional intelligence capabilities, we'll cut through the marketing hype to examine what empathy really means in customer interactions.
We'll explore practical examples from call centers where AI handles emotionally charged situations, comparing them with human responses to similar scenarios.
Through real case studies and expert insights, we'll break down the components of empathy, from emotional recognition to appropriate response selection - and assess how AI systems measure up against these criteria.
Rather than accepting the binary "AI can/cannot be empathetic" debate, we'll examine the nuanced reality of how AI systems process and respond to emotional cues.
We'll discuss concrete metrics used in call centers to evaluate emotional intelligence, whether applied to human agents or AI systems, and question whether these measurements truly capture the essence of empathy.
This episode challenges both AI skeptics and enthusiasts to reconsider their assumptions.
For call center leaders and CX professionals, we'll provide actionable frameworks to evaluate AI solutions beyond the buzzwords, helping you make informed decisions about implementing emotionally intelligent automation in your customer service operations.
Tom Laird’s 100% USA-based, AI-powered contact center. As the only outsourcing partner on the NICE CXone Customer Executive Council, Expivia is redefining what it means to be a CX tech partner. Learn more at expiviausa.com.
Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community: www.facebook.com/callcentergeek
Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
Follow on TikTok: https://www.tiktok.com/@callcenter_geek
Linkedin Group: https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel
241 episodes
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Similar to Advice from a Call Center Geek!
It didn’t all change in March 2020. Not really. The UK high street has been in the throes of a gradual revolution for decades. From the rise of ecommerce, to the birth of mobile, social commerce, and a growing emphasis on experience, change has been underway for a while. In fact for many, the pandemic has acted as a wake-up call. Digital transformation was no longer a ‘nice to have’ but a matter of survival. Necessity sparked innovation and customers are enjoying more flexibility and conveni ...
…
continue reading
Alessandro Bogliari, CEO and Co-Founder of The Influencer Marketing Factory, a global influencer marketing agency, talks with great guests about influencer marketing, social media, the creator economy, social commerce and much more.
…
continue reading
The fun email marketing podcast. Sell more of your online courses, grow your membership and bring in more coaching clients with email marketing that doesn't stink. Sound good? Then join your fellow Email Marketing Heroes for your weekly dose of fun, practical, yet brutally honest email marketing advice. You can listen in to a piping hot, fresh episode every 'Email Marketing Wednesday' or if you prefer learning with your eyes instead of your ears, we turn each episode into a full written blog ...
…
continue reading
The Partnership Economy explores the power of partnerships through candid conversations and stories with industry leaders. Our hosts, David A. Yovanno, CEO and Todd Crawford, Co-founder, of impact.com, unpack the future of partnerships as a lever for scale and an opportunity to put the consumer first.
…
continue reading
Big tech is transforming every aspect of our world. But how, and at what cost? This season of Land of the Giants – The Disney Dilemma – focuses on Disney’s ability to weather the ups and downs of the business cycle and changing tastes and explores what has kept it successful for over 100 years. The entertainment giant has leveraged nostalgia and its intellectual property to build a beloved brand, but after an acquisition spree that included Marvel, Lucasfilm, and 20th Century Fox, can it sus ...
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continue reading
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1
The Brutal Truth about Sales and Selling - We interview the world's best B2B Enterprise salespeople.
Brian Burns
10k279
No BS Allowed - Are you sick of empty suits telling you to work harder? - Learn about The Maverick Selling Method, which models the world's best salespeople and what they do differently. If you are in sales and are passionate about selling, you will like this podcast. The focus is on b2b sales and selling. If you are selling or in sales, this podcast is for you. I cover cold calling, spin selling, challenger sale, solution selling, and advanced selling skills. Strategic selling, LinkedIn, sa ...
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