Empathetic AI: How GenAI Virtual Agents Will Be Leveraged

Imagine you're shopping online or in a store and have a question about a product. But you don’t want to find a store employee or call into their contact center to speak with a salesperson while you wait for answers.  With a simple snapshot of a QR/UPC code on the product or a tap on your mobile device within an application, you're instantly connected to a virtual agent via video chat. This AI assistant not only understands your questions but can also pick up on your facial expressions and body language via your video discussion, to respond with empathy and some level of emotional intelligence.