Making Bots Both Affective and Effective

Presented by

Alya Yacoubi, Head of Zaion Lab AI; Dan Miller, Lead Analyst, Opus Research; Derek Top, Research Director, Opus Research

About this talk

CX, Contact Center and Customer Care professionals are clamoring for solutions that make voicebots and chatbots more “affective,” meaning “sensitive and empathetic to customers’ emotional state”. Too often these initiatives are at odds with the core demand for self-service resources to be more “effective,” meaning “efficient and active” in helping customers complete their desired tasks. Join executives from Opus Research and Zaion in a video discussion and demonstration of technologies and approaches to making affective bots more effective for customers, specifically: • How does affective application of AI result in effective responses? • Can a bot really be empathetic? • What is the downside of mis-applying Emotional AI? • Is there a clear way forward for making the most of Emotional AI?
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