Technology is becoming ever more empathic. It learns to track and interpret our moods and emotions, and to dynamically adapt its interactive behaviour. Call center agents are already being assisted by smart algorithms. They analyse changes in people’s tone and voice, and offer tips to help the call go as smoothly as possible.
Chatbots and other text-based user interfaces also manage a natural interaction with humans thanks to the integration of emotional intelligence. In future, sophisticated sensors in smartphones, smart home systems and wearables will enable an even more precise tracking of behaviour and movement patterns. Brands can use this data to build a more trusting relationship to their customers.