I explained to the agent my situation in an angry huff. She listened and replied: 'Ma'am, I can understand this must be very frustrating, and I'm so so sorry, but we are unable to update the address once it's out for delivery. Your only choice is to cancel the order and re-order.'
Ironically, even though she did nothing to solve the problem besides giving me more work to do, my anger had melted away. Just having someone, a real person, empathize and authentically apologize for the inconvenience made it all a little better.
And that, my friends, is something AI can't do(at least not yet). Imagine an AI trying to robotically and creepily express empathy - not quite the same.
Employees by and large are grappling with the harsh realities of AI taking over many previously human tasks, especially in customer service. This article showcases the importance of combining AI with emotional intelligence training to provide a more wholesome customer experience.
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