When AIg hybridises and unbundles customer relations professions

That's right! The good news is that "love has its reasons that reason ignores", as the saying goes! And ChatGPT, as intelligent as it is, doesn't have that little something that makes all the difference. Love is not the conclusion of reason. It's a feeling, an emotion that depends on multiple factors such as mood, temperament, personality, disposition, but also culture. Emotions and feelings are multiple and complex. Responding to the variety, subtlety and ambiguity of these human states requires human intelligence. Humans will always need humans, because we are above all social beings. 

And if there's one area where emotional skills are decisive, it's remote customer relations! The thundering rise of AIg and the multitude of applications in the customer journey, before, during and after the interaction, is providing technical support, augmenting customer advisers, not supplanting them! It hybridizes and unbridles the customer relations professions: "hybridize" because the two intelligences, human and artificial, coexist to ultimately "unbridle" the imagination, empathy, common sense and talent of customer relations teams, in symbiosis. This undeniable technical support enables them to concentrate on what makes the job so noble: richer, more emotionally complex interactions. At the end of the phone or on the keyboard, customers no longer want to hear a fixed or even scripted discourse; they want spontaneity, authenticity... There are obviously many ways of supporting these changes, but there is one that clearly stands out: training!

Soft, social and emotional skills will be central, and this will mean using training to develop skills that cannot be duplicated or substituted by AIg, investing in human capital and cultivating what sets us apart from AIg. Critical thinking, leadership, questioning, conflict management, situational intelligence, mindfulness... These are all key skills for coping with this paradigm shift and writing new pages in the history of customer relations.

Are you ready to write your own?