A new generation of empathetic AI / emotional AI is on the horizon.
Chatbots also struggle when it comes to emotionally charged situations. If a customer is upset or frustrated, chatbots are not able to convey empathy, likely causing additional stress to the user. However, this may not be the case for much longer. A new generation of empathetic AI / emotional AI is on the horizon. These bots are able to grasp and respond to human emotions, forging real connections with users. This ability, twinned with natural language processing (NLP), will allow businesses to use chatbots to further boost customer satisfaction and loyalty, relying on technology as opposed to human interaction for customer service functions.