Is your product learning Emotional Intelligence?Makarand Vaidya
“We are replacing human interaction with our AI-based product. This is working out really well, I am now considering more improvements. Do you have any suggestions?”
Sagar, the CEO of a Start-up started the conversation during our brainstorming session.
“Sagar, in personal and social interactions emotional intelligence plays a key role. Have you considered adding some grace to the conversations?”
“Emotional intelligence in the product? What do you mean?”
“Let us see, suppose a customer calls in because the internet connection is down. The reason for being upset is not the connection, but the fact that the kids are not able to join the school online. Gathering this additional information and being able to empathize with the customer, will definitely produce better results in terms of customer satisfaction.”
“Wow!, this makes a lot of sense, let me take it up with my architect.”
Luckily emotional intelligence is a skill that can be learned.
Is your product learning emotional intelligence?