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The use of emotional intelligence in a conversation has a significant positive effect on customer satisfaction and can help resolve difficult conflicts. Many enterprises use virtual agents that automatically interact with customers across a variety of interaction channels. However, these agents have no emotional intelligence and cannot express themselves in an empathic manner. This demo demonstrates the use of emotional intelligence in a technical conversation with a customer. The agent is augmented with emotion sensing capabilities, which allow him to detect expressed emotions, and reply in an appropriate manner by expressing empathy, for example.
Feigenblat et al. (Sat,) studied this question.