When customers require assistance, whether it’s for product issues, billing inquiries, or general support, the most common frustrations they encounter are the lack of personalisation and long wait times. These disconnects can leave customers feeling undervalued and frustrated, potentially leading them to avoid future purchases of products or services.

In fact, studies indicate that nearly half of Singaporeans, as well as global consumers, express dissatisfaction with customer service interactions. Further to that, businesses are increasingly struggling with the growing demand for omnichannel communication with customers, especially with aims to expand their scale and reach.

As social media discovery and sales through social channels become increasingly mainstream, organisations are tasked to prioritise empathy, personalisation, and efficiency to effectively capture their target markets.

The emergence of AI’s “artificial empathy” thus presents a promising real-time solution for three out of four customers who feel that their emotional needs are neglected during customer service interactions.

In fact, AI’s empathetic capabilities can overcome existing industry challenges and enable businesses to deliver more fulfilling customer experiences at scale.

While the human touch remains essential for effective customer engagement and long-term relationship building, traditional rule-based chatbots can provide an immediate communication touchpoint between companies and customers, allowing them to feel attended to around the clock.

As a result, engaged customers exhibit greater customer loyalty, have more interactions with their brand, and, therefore, deliver greater value over their lifetime.

AI’s “artificial empathy” empowers its remarkable capability to comprehend the subtleties of customer queries, generate human-like responses, and address concerns based on extensive text data. It can then also redirect complex enquiries to human customer service agents for their action.

Also Read: AI revolution: Balancing human empathy and robotic efficiency in customer service

Additionally, AI’s ability to adapt language and tone to match each customer’s style creates a personalised experience, ultimately leading to greater customer satisfaction.

By harnessing the power of “artificial empathy,” brands can deliver immersive customer experiences at scale without compromising the vital human element needed to build strong connections.

A growing necessity for smaller enterprises

Limited resources often hinder smaller companies’ ability to scale their customer service efforts, resulting in challenges to provide fast and personalised support.

However, with AI’s “artificial empathy,” companies can automate and optimise their customer service, overcoming resource and manpower constraints to deliver exceptional experiences. This empowerment allows them to foster customer loyalty and satisfaction, enabling growth.

In the modern, fast-paced business landscape, meeting the increasing need for omnichannel communication is crucial for companies to thrive.

As the Head of Customer Success at SleekFlow, the leading B2B AI-powered Omnichannel Conversation Suite in the APAC region, I have firsthand experience in addressing these challenges. Throughout my journey, I have witnessed the significant impact of “artificial empathy” and its ability to empower small and medium businesses to deliver excellent customer service at a larger scale.

And it is not just businesses; consumers are eagerly anticipating this change. According to a survey conducted by McKinsey, two-thirds of millennials expect real-time customer service and three-quarters of all customers expect consistent cross-channel service experience.

AI thus plays a critical role as the first touchpoint for brands across multiple communication channels, facilitating real-time responses to customer queries and mitigating dissatisfaction. By leveraging AI, businesses can significantly reduce customer response time.

Beyond response time, with more interactions and exposure to various scenarios, AI can evolve to become more empathetic and situationally appropriate over time. It learns from examples, analyses interactions, and understands specific situations, enabling it to deliver personalised and appropriate responses.

Also Read: Human touch in tech: How exceptional customer service makes you stand out

Using SleekFlow AI as an example, brands that have integrated AI into their customer support workflows have unlocked the benefits of advanced AI capabilities. Clients have reported increased productivity as AI efficiently resolves queries and frees up time for important tasks. Such use of AI ensures consistent brand interactions and scalable support, facilitating seamless expansion without compromising quality.

Furthermore, AI also helps reduce training time by providing AI-driven assistance to new support professionals, empowering them to excel from the start.

SleekFlow’s AI feature for customer engagement, powered by the GPT-4 model, for instance, is presented as an AI-human hybrid model that exemplifies the potential of combining AI and human expertise, creating a seamless customer service experience. The model identifies complex leads and queries, automatically escalating them to human agents, reducing misinformation, and ensuring accurate and personalised assistance.

Consider an insurance company that utilises AI chatbots and virtual assistants. By analysing historical customer data and claim patterns, AI models provide personalised responses and tailored recommendations, enabling faster and more precise assistance. Integrating AI technology streamlines processes, delivers faster and more accurate customer support, and enhances the overall experience for policyholders.

In the current customer service landscape, it is essential for companies to strategically combine AI with the human touch to provide personalised and efficient service at scale. By gradually assigning tasks to AI systems, customer service specialists can focus on handling more complex scenarios and refining their skills. The future lies in empowering humans with AI working together to provide exceptional customer experiences.

With a significant dissatisfaction rate in customer service, it is evident that a robust solution is necessary. By embracing AI technology, companies can revolutionise their approach, delivering personalised, efficient, and empathetic experiences in the digital age. Let’s unlock the potential of artificial empathy and provide customers with the experiences they deserve.

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In an age of constant technological advancement, electronic waste (e-waste) has emerged as a formidable global challenge. Sustainable Living Lab (SL2), a passionate advocate for sustainability, recognised the urgency of addressing e-waste issues. 

Their response came in the form of Repair Kopitiam, a unique initiative that not only extends the lifespan of electronic devices but also seeks to foster a culture of sustainable living. Now, they have joined hands with the Youth E-Waste Ambassador Program (YEAP) to engage Singaporean youth and transform the e-waste landscape.

Repair Kopitiam: A Place of Renewal

Repair Kopitiam was founded on the simple yet profound idea that repair can be the key to reducing e-waste. SL2 firmly believed that, instead of discarding or recycling materials, there is immense value in repairing them and giving them a new lease on life. Repair Kopitiam was created with the goal of providing a space where all Singaporean residents with broken items could be guided by coaches to fix them back to good health. And yet, the program wasn’t just about fixing the physical issues; it was about mending a disposable mindset and pushing back against consumerism.

Also read: YEAP joins forces with Electrolux in championing sustainable living

The impact of Repair Kopitiam extends far beyond the program’s walls. By advocating for repair over replacement, this initiative encourages a more sustainable approach to e-waste management. Repair Kopitiam focuses on educating visitors about the importance of repair and reusing, not just recycling. It has introduced a more effective method for handling e-waste: repair what can be fixed, and harvest usable parts from what cannot. This approach not only reduces e-waste but also extends the useful life of electronic products, thereby minimising their environmental footprint.

Joining forces with YEAP

While Repair Kopitiam has been successful in creating a sustainable repair culture among its visitors, it hasn’t yet reached a significant portion of Singaporean youth. In previous years, Repair Kopitiam has largely been frequented by older people bringing their damaged electronics for repair — which speaks of the program’s limited engagement with the younger demographic. Currently, youth visitors make up less than 5% of Repair Kopitiam’s public event participants, and thus there is the opportunity to engage what perhaps is a huge, untapped audience.

In line with this, SL2 decided to focus its outreach to the age group of 18 to 36. They recognised the urgency of collaborating with the younger generation to create lasting change in e-waste management. In this pursuit, SL2 found a valuable ally in the Youth E-Waste Ambassador Program (YEAP). YEAP’s mission aligns perfectly with SL2’s vision, and their partnership offers a powerful platform for engaging the youth in Singapore.

The Singaporean youth are poised to play a pivotal role in addressing the e-waste issue in Singapore. They stand to inherit a better understanding of the challenges associated with e-waste and can learn from the mistakes of previous generations. The myths and beliefs that hinder sustainable e-waste management can be dispelled, and a new mindset can emerge. The youth are essential torchbearers of a more sustainable and environmentally conscious future.

Also read: YEAP joins forces with youths to drive e-waste awareness and sustainable innovation

Through their collaboration with YEAP, SL2 aims to provide the Singaporean youth with an opportunity to experience the joy and community spirit that emerges from repairing items at Repair Kopitiam. They want the youth to understand that “Repair” is not just a missing ‘R’ but a crucial one in the concept of the circular economy, which is integral to sustainable living.

To the Singaporean youth, SL2 offers a precious piece of advice: take one step at a time in your sustainability journey. Amidst numerous distractions and a multitude of suggestions, focus on one sustainable action at a time. Make sustainability a habit, not a chore. By doing so, you can make a significant and lasting impact on e-waste management and contribute to a more sustainable future.

SL2’s Repair Kopitiam’s partnership with YEAP is a testament to their shared commitment to creating a more sustainable approach to e-waste management in Singapore. Together, they are working to engage the younger generation, break down myths, and instil a sense of responsibility for the environment, all the while promoting the culture of repair and sustainable living.

For more insights on e-waste, and updates on upcoming programs and activities, follow YEAP on Instagram and Facebook.

Join YEAP. Become a youth ambassador here.

To learn more about Repair Kopitiam, click here.

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This article is produced by the e27 team, sponsored by YEAP

We can share your story at e27, too. Engage the Southeast Asian tech ecosystem by bringing your story to the world. Visit us at e27.co/advertise to get started.

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Flux Series: Marketing Leaders is happening at the St. Regis in Jakarta, Indonesia, on 15 November 2023. Are you working in the field of marketing? Don’t miss out on this focused and curated event designed especially for marketing professionals!

Visit Flux Series: Marketing Leaders for more information! Read on to get discounted tickets.

Flux Series: Marketing Leaders is only a few days away and we couldn’t be more excited to be joined by some of the most exciting brands in Indonesia today!

Flux Series is a curated, intimate, and focused convergence of top industry leaders to engage in active learning sessions, enabling access to in-depth knowledge and actionable insights that can propel sustainable growth and profitability for your brand.

For the premiere edition of Flux Series, we will gather key leaders in marketing to discuss, ideate, and strategise actionable steps to optimise your marketing efforts using AI-driven innovations and technology with the objective of reaching new marketing goals for your company.

Also read: Gain practical knowledge on mobile attribution with experts at Flux

Happening on November 15, 2023, at The St. Regis Jakarta, Flux Series: Marketing Leaders aims to provide a platform for industry leaders to come together and co-create solutions to today’s most pressing challenges in the marketing space by fostering a culture of knowledge-sharing.

As such, we are delighted to be joined by top brands in Indonesia who share our commitment to promoting the influx of growth-oriented knowledge within our vibrant business ecosystem. Here is a glimpse of some of the companies that will be at the Flux Series: Marketing Leaders!

Get to know these top brands at Flux!

Flux Series: Marketing Leaders is going to be attended by industry heavy-hitters, including startups from e-commerce to fintech and even to AI solutions providers, to global corporates in the F&B space, banking, and hotel industry. Here are some of the brands you can meet at Flux!

Get discounted tickets today!

Staying true to its mission of catalysing enriching dialogues, the team behind Flux Series is gathering some of the finest thinkers from across the marketing landscape. Not only will the event be attended by top brands in the region, but it will also feature top-level marketing professionals who will be engaging in meaningful conversations and sharing actionable insights that can help participants propel their respective businesses to greater heights.

Leading our attendee composition at 39.4% of our RSVPs are CMOs and other C-Suite level executives. Closely behind are Marketing Managers at 17.4%, followed by general Marketing Professionals at 16%. Rounding up the attendee composition are other relevant stakeholders in the UX/UI space, Data and Analytics, and Product Development making up 15.3% as well as Team Leaders at 11.9%.

With a focus on unlocking sustainable growth through shared learning and access to in-depth knowledge, these industry leaders will be bringing their wealth of experience in AI-powered marketing to the table at Flux.

What we have in store

Flux Series serves as a platform for knowledge-sharing among leaders in critical business domains, fostering the continuous exchange of information and expertise from one organisation to another. It embodies the spirit of bringing together leaders from diverse backgrounds, industries, and experiences to create a dynamic space where ideas converge, connections are celebrated, and the ceaseless flow of knowledge drives innovation and progress.

Also read: Learn how to implement AI technologies on the spot at Flux

As such, the conference will showcase the following exciting features for all participants to engage in:

1. Growth-Oriented Content Stages: The heart of the Flux Series lies in its content stages, which are meticulously designed and curated to provide insights and expert knowledge from some of the business ecosystem’s most renowned leaders. With our esteemed panel of experts, attendees stand to gain practical knowledge that can be applied within their organisations as well as an inside look at some of the unique challenges and experiences faced by different industry leaders.
2. Peer-to-Peer Roundtable Discussions: Flux Series offers a unique opportunity for business leaders to engage in focused discussions with their peers. These roundtable sessions facilitate the exchange of ideas, strategies, and best practices, allowing attendees to gain a deeper understanding of industry-specific challenges and solutions from people working in similar roles.
3. Active Learning Workshop Sessions: In addition to discussions and keynote presentations, Flux Series features on-the-spot active learning workshops. These interactive sessions encourage participants to roll up their sleeves and dive into hands-on activities, fostering a deeper understanding of emerging technologies and innovative practices and enabling them to test strategies and fresh ideas on the spot.
4. Open Networking: Flux Series understands the importance of networking in the business world. It provides an open and inclusive networking environment, allowing all participating stakeholders to connect, collaborate, and build meaningful relationships with other key industry leaders.

Join Flux Series: Marketing Leaders

In the age of disruptive technologies, building a future-proof AI team is not just an advantage; it is a strategic imperative. Cultivating a culture of continuous learning and talent development empowers teams to adapt to the ever-changing landscape of AI, fostering innovation, attracting top talent, and ensuring compliance with ethical and regulatory standards. By investing in the growth and development of their AI teams, organisations position themselves to lead the way in the exciting and transformative world of artificial intelligence.

Also read: Explore how AI is changing the way we market at Flux

Join these industry leaders and more at the Flux Series and be a driving force in the AI-powered marketing revolution. To learn more about the event, you may visit the official Flux Series: Marketing Leaders page.

Get ready to embark on a journey that will not only deepen your understanding of AI-driven marketing but also equip you with the actionable insights needed to thrive in the dynamic world of modern marketing.

Join Flux Series: Marketing Leaders with discounted tickets here.

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