When Artificial Intelligence Teaches Emotional Intelligence

There are a few buzzwords that are all related to what used to be called “people skills.” Emotional Intelligence (or “EQ”), soft skills, intangibles...And the conventional way of thinking about these skills was that some people have them, others don’t, and they can’t be taught or faked. 

AI and machine learning, of course, are challenging those beliefs, starting in the customer service sector. A recent Time article profiles Cogito, an AI platform that coaches customer service reps in real time during phone calls; giving them tactical cues such as speeding up the pace of their speech, and empathy cues like “think about how the customer is feeling; try to relate.”

It’s an efficient way to increase the success rate of fielding customer service calls, and an added benefit is that most customer service AI already has a good deal of context built-in (incoming calls are usually from confused or angry clients.)

Using AI for making a first contact successful requires more context, and requires a variety of data points to create usable background info. At Pairity, we’re developing a platform that will incorporate not only historic data points from a consumer’s profile, but also background that’s available on the web (such as social media profiles) to create a character type or assessment, and provide specific tactics to the caller. 

For instance, one consumer may respond well to friendly chit-chat, while another consumer could be put off by the same approach, preferring more straightforward and actionable language. 

It’s an exciting time for machine learning and financial services, and Pairity is proud to be an AI pioneer in the ARM industry.


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