Introduction
The introduction of “emotion-canceling” technology by companies like SoftBank and First Horizon stirred up a heated debate in the call center industry. As a company deeply invested in the well-being of our call center agents, we at Westpark Communications can appreciate the perspectives shared on this development has Let’s dive into why this technology might not be the perfect solution some hope it will be.
Meet Our Team
Before we begin our deep dive into the issue at hand, let’s introduce the voices behind our discussion today. Amy is our Customer Success Supervisor, while Alma, Amber, and Nicole are dedicated Customer Success Advocates. Each of them brings their unique perspectives to this crucial topic, sharing personal experiences and insights, to enrich our understanding of the potential interactions between AI and personal touch within our operations.
The Heart of the Matter: AI vs. Personal Touch
Amy starts the discussion off by stressing the value of Westpark’s team of highly trained and experienced human agents.
Amy’s Perspective:
“There’s no denying it—our agents are our greatest asset. Protecting them from the emotional toll of dealing with irate customers is essential. But here’s the catch: if an agent can’t hear a caller’s tone, they can’t match that person’s energy or recognize the urgency in their voice. AI masking a caller’s emotions can prevent agents from responding appropriately. The personal touch is essential in business, and using AI to cancel out that experience defeats the purpose of having live agents.”
Alma offers a balanced view, suggesting that AI could be beneficial as an optional tool.
Alma’s Take:
“If there was a switch where you could turn on AI—‘emotion-canceling’ technology—if you think you can no longer handle an intense situation, that would be nice. But it is probably not a good idea for every situation,” she says. Alma emphasizes the importance of acknowledging a caller’s frustration and apologizing. “As soon as you acknowledge that you listened to them and apologize, ‘I’m so sorry to hear that,’ they change their tone. But if you can’t actually hear the tone and how it’s coming across, it’s hard to do that.”
Amber highlights the caller’s perspective. Frustrated callers seek someone who will listen and understand them.
Amber’s Insight:
“They just want to be heard,” she says. AI might not provide the same level of empathy and understanding as a human agent. “The empathy factor, the human experience, the understanding—these don’t translate across AI as they do with a live person.”
Nicole shares her knack for turning angry callers into happy ones by the end of the call.
Nicole’s Experience:
“How would that translate into AI generation?” she asks. “The unique human element that allows agents to create positive experiences would be lost. You lose that little bit of extra sauce that makes us stand out from a computer or voicemail system.”
While protecting our agents from the emotional toll of irate customers is crucial, we must remember the importance of genuine interactions. AI might offer temporary relief, but it can never replace the empathy and understanding a human agent provides.
The Bottom Line
This technology might sound promising, but it risks stripping away the very essence of what makes customer service exceptional—the personal touch. Yes, protecting our agents is crucial. No one should have to endure constant verbal abuse. But using AI to mask emotions can backfire, making interactions feel hollow and unresponsive.
Conclusion
The discussion among Amy, Alma, Amber, and Nicole highlights a fundamental truth: while AI can offer tools to shield agents from negative interactions, it cannot replace the irreplaceable—human empathy and understanding. As Amber aptly puts it, “With AI, it doesn’t translate across. Speaking to an actual live person is what makes the difference.”
Our team believes in finding the right balance—using technology to support, not replace, the human touch that makes our service exceptional. Let’s ensure that AI complements our efforts to create positive experiences, not diminish them.
Finding the right balance between technology and the personal touch is key. As the industry continues to evolve, ensuring that AI complements rather than replaces human empathy and understanding will be crucial.
Diana Moreno
Marketing Manager
Diana Moreno is the Marketing Manager for Westpark Communications, a full-service U.S.-based call center headquartered in Spring, Texas. She collaborates across teams to deliver organic B2B content for the organization’s customers and educate them on their service options.