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RESEARCH
6. AI in customer contact becomes empathetic. “Although AI has finally overcome many of its teething ANALYSIS
A major challenge when using AI in customer problems, there are still major challenges to be TRENDS
service is its lack of empathy. For example, many overcome”, Dr. Kay Knoche, Solution Consultant Next
customers find chatbots too profit-oriented and Best Action Marketing at Pegasystems points out.
therefore continue to prefer conversations with “Above all, it is important to equip artificial intelligence
real people. In 2020, many companies will start with ethics and empathy in order to make it even more
to change that by embedding empathy in their AI- suitable for humans”, he concludes. ◊
based customer interactions.
By Daniela La Marca
17 February 2020: Automation & AI: accelerator in digital marketing
