Retail bots, designed to automate customer service, are becoming increasingly prevalent in the retail industry. Yet, their success is heavily reliant on the quality of human relationships they can foster. Customers are more likely to engage with bots that can replicate a human-like interaction, demonstrating empathy and understanding. The challenge lies in programming these bots with emotional intelligence, a task that requires a deep understanding of human psychology.
As bots become more sophisticated, they are expected to handle more complex tasks and conversations. To achieve this, they need to be programmed with a wide range of responses that can cater to different customer moods and situations. A bot that can respond appropriately to a customer’s emotional state can significantly enhance the customer experience, leading to higher customer satisfaction and loyalty.
While the task of programming bots with emotional intelligence is complex, it is crucial for their success. Retailers need to invest in developing bots that can understand and respond to human emotions, as this is key to fostering strong customer relationships. This, in turn, can lead to increased sales and customer retention.
Go to source article: https://venturebeat.com/2018/01/15/the-success-of-retail-bots-depends-on-quality-human-relationships/