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in Editors' Featured

Reimagining Automated Customer Service with Empathy, Culture and Slang

Automated customer service is a fact of life. Another fact is that many people are more comfortable sharing personal details with a machine than with a human. Not every customer is a 40 year-old college graduate, with two kids, earning $100,000. Automated customer service needs to work 24/7 and with a diverse customer base, including international customers or non-English speaking customers such as small businesses owned by immigrant families. According to Aamer Ghaffer, co-founder and chief strategy officer for Chicago-based Kordinator, the most effective automation not only understands multiple languages but is also sensitive to diversity, slang, dialects, customs, and cultural details. Even more, it shows empathy for customers' situations and picks up on cues if they are getting upset and need a human to jump in.

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