Customer experience has always mattered the most to businesses. However, with technology digging deep holes in human lives, the bar of customer experience has only been rising with time. How to deliver them the best products or services in the changing environment, how to meet and exceed their expectations, how to establish a long-term relationship — businesses of today are continually employing advanced tools and technologies to deliver exceptional customer service and support. One such technology which has been creating breakthroughs in transforming customer experiences is facial and emotion recognition. A new-age technology, Emotion AI captures consumer emotions in real-time and equips businesses with better customer-related information.
How do your customers feel about your products or services? How was their experience while interacting with your sales representatives? Are they happy, sad, surprised or confused? In the current competitive times, it is important for businesses to gain insights into how your customer truly feels during the entire stint of brand interaction. This information aids businesses in adopting the most suitable approach to satisfy the requirements of each and every customer individually. Typically, conducting feedback surveys has been a common practice to gauge consumer views and response to any particular product or service. However, the insights gained through the same fail to provide the core, in-depth insights, which Emotion AI does by screening the customer’s state of mind in real-time.
Delving a little deeper, Emotion AI technology uses advanced algorithms to detect and analyse the mood, attitude and emotional state of a consumer at any given point of time. Based on the position and movement of facial muscles, the next-gen software draws out a score based on a variety of different emotions — happiness, sadness, fear, disgust, anger, surprise or neutral. Also, it is quick to identify the change of emotions or mood during different stages of customer interaction — before, during and after the interaction with the brand. These crucial insights serve as valuable inputs to the businesses to understand each customer’s requirement uniquely and learn their views about their products or services. Also, businesses are able to identify what clicks well with their consumers, what are the weak links, if any, that might have triggered any discontent. The idea is to evaluate the customer experience and make it more engaging and personalised.
Years ago, probably these exciting insights wouldn’t have been so useful and impactful, due to limited competition, low penetration of technology and consumer expectations being subdued. However, we are in the midst of a digital era where keeping pace with consumer preferences is challenging, and creating superior customer experiences is not a choice, but a necessity.
Needless to say, overviewing the current scenario, monitoring customer sentiments through emotion recognition with an aim to improve customer experience is going to pick up momentum, and consequently the use of Emotional AI is bound to increase in times to come. According to Gartner, emotion AI capabilities will be present in 10% of personal devices by 2022, a massive increase from 1% in 2018. Such phenomenal growth is likely to redefine customer experiences in times to come.