Designing empathetic customer service

With intelligent systems for user-centered customer communication

Are your customer service employees working around the clock, but your customers are still not always satisfied with your service? Have you already considered the idea of supporting your customer service with intelligent technology and are wondering how you can use it profitably and effectively?

While automated solutions for processing customer concerns are becoming more and more widespread, surveys show that many people react negatively to such systems because they lack empathy.

The study "Designing empathetic customer service - using intelligent systems for user-centered customer communication" shows how you can use intelligent systems for your purposes. In particular, we shed light on the question of how AI-supported communication with customers can be designed empathetically based on today's systems. The design of different, specific channels (e.g. conversational interfaces) plays an important role here. We show which relevant ethical aspects must be taken into account and what pitfalls there are in the development of a human-centered system.

Would you like to learn more about the exciting world of intelligent, empathic systems or enrich research in this field?

Then get in touch with us! We would be happy to work with you to develop your ideas and visions for your customer service of the future.