Martech

Emotion AI in CX: The New Rules of Customer Journey Mapping

What if every customer journey map you’ve relied on so far was only telling half the story? Most maps track what a customer does and rely on survey scores like NPS or CSAT. They show steps and numbers, but they do not show what the customer feels or why they make certain choices. This is where Emotion AI changes everything. Also referred to as affective computing, it applies AI to recognize and elucidate human feelings through various signals. It has the capacity to analyze written communication, speech, and even visual expressions in order to grasp actual emotions during the interaction. AI in CX transforms the classic two-dimensional, monotone representation into a dynamic, emotional habitat. It records positive and negative moments, as well as points of contention, instantly. Organizations are able…