2023-07-08 00:30:05
In addition to bringing credibility and direct connection with the consumer, humanized service builds loyalty and delights customers, points out an expert
Despite advances in Artificial Intelligence (AI) in producing increasingly complex responses, similar to those of a human being, humanization in customer service continues to play an important role in customer retention and satisfaction. The human ability to understand emotions, demonstrate empathy and adapt to individual needs remains a key factor in optimizing the service experience, even in an automated context.
Finding the balance between the technology and the human approach is essential, even as AI plays an important role in supporting customer service. Customers value being able to choose between automated service and human interaction, according to their needs and preferences.
To understand the main advantages of having a humanized service, the specialist highlights three essential points:
Emotional and personalized connection
Humanized service in the AI age plays a key role in creating an emotional and personalized connection with customers. While AI can offer quick and efficient solutions, human interaction provides a sense of empathy and understanding that is essential to establishing a relationship of trust. “Customers feel valued when they are treated as unique individuals, and the humanized service allows for a personalized approach, taking into account their specific needs”, says Elizabete Camargo, Customer Service Coordinator at Pay4Fun.
Solving complex problems
While AI is capable of handling repetitive and predictable tasks, it can struggle to solve complex and unpredictable problems. In these cases, humanized care stands out, as professionals are able to apply their knowledge, experience and critical thinking to offer personalized solutions. Human interaction allows for a flexible and adaptable approach, dealing with unique and challenging situations effectively.
Loyalty and competitive differentiation
In a highly competitive market scenario, humanized service becomes a crucial factor for customer loyalty and competition differentiation. By establishing an authentic connection with customers, demonstrating empathy, genuine interest and personalized support, companies are able to create memorable experiences that stand out amidst impersonal automation. This humanized approach strengthens customer loyalty, resulting in repeat business, referrals and competitive advantage.
Source: Pay4Fun
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