Why Emotional Intelligence Matters More Than Ever in AI Customer Service
Fast and automated responses no longer cut it. According to ServiceNow’s Consumer Voice Report, 66 percent of Canadian consumers expect artificial intelligence (AI) to read emotional cues by the end of this year. This shift means AI must go beyond speed and simplicity—it needs to understand feelings and context.
For customer support professionals, this means the future of AI isn’t just about quick fixes. It’s about creating thoughtful, seamless experiences that build trust and set your organization apart in a competitive market.
What Canadian Consumers Want from AI in Customer Service
The research reveals a clear preference: consumers want AI-driven customer service that is emotionally intelligent, context-aware, adaptive, intuitive, dynamic, and effortless. AI should enhance human agents by anticipating needs and reducing customer effort, which in turn drives satisfaction, loyalty, and trust.
But there’s a catch—many consumers still find current AI experiences emotionally disconnected. This emotional gap is where businesses need to focus their efforts.
Key Findings from the Report
- 75% of Canadians prefer speaking to a human on the phone for complex or emotional issues.
- 74% want in-person support in such cases.
- Last year, 44% were open to chatbots and AI tools, but only 10% trust voice assistants for basic support tasks this year.
- 60% prioritize easy problem resolution.
- 53% value speed in customer service interactions.
Building Empathy and Trust with AI
Empathy and trust are essential as AI becomes more common in customer service. Businesses should respect emotional nuances, solve problems with genuine care, and provide consistent experiences across channels. AI should work quietly behind the scenes, smoothing the customer journey without drawing attention to itself.
Effective AI supports the human touch—it’s about enhancing interactions so customers get quick, seamless outcomes without worrying whether AI was involved.
The Promise of Agentic AI
Agentic AI takes emotional intelligence to the next level. It can read emotional cues, adapt to tone, understand context, make informed decisions in real time, show relevant content, act intelligently, and escalate issues to the right human agent when needed.
For customer support teams, this means AI can become a powerful partner, handling routine tasks while freeing humans to focus on complex or sensitive matters.
If you’re looking to develop skills in AI-driven customer support, exploring targeted AI courses for customer service professionals can provide valuable training on integrating emotional intelligence into your workflows.
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