AI Emotional Intelligence: How AI Voice Agents Can Keep Calm and Carry On

There's been a lot of excitement around the potential of AI Voice Agents. From their 24/7 availability and cost efficiency to their ability to emit emotion “just like a real human”. One of the most underrated benefits we’ve seen, however, is their AI emotional intelligence and ability to keep their calm in heated situations. This is particularly valuable in call centers where tensions can run high.

We've all been on the receiving end of a frustrating customer service or sales call. Maybe you're not getting the answer you want, or the situation itself is challenging—a messed-up service, an unfair price, or a return that’s being denied. The human agent on the other end, in response to your rising frustration, can start to get defensive or emotional. Humans naturally mirror each other's emotional states, and a sales or customer service call can quickly devolve into an unproductive exchange when emotions take over.

From the agent’s perspective, working in sales or customer support is a tough job. It’s exhausting to cycle from call to call all day long, and keep your cool at all times when dealing with (unreasonable) customers. 

The AI Advantage: Emotion-Regulated Interactions

AI Voice Agents don’t carry over the emotional baggage of previous calls. They start every interaction fresh, which allows them to handle even the most difficult situations with a calm and measured approach. These agents can express empathy when appropriate—such as acknowledging a frustrating experience or excitement for a customer’s life event—but they won’t get overwhelmed by emotions like a human might…because they don’t actually have feelings that get hurt or biases that get triggered. This AI emotional intelligence and control helps keep calls on track and productive.

Here are 3 real-life examples of AI Voice Agents handling challenging customer interactions (transcripts have been modified slightly to obscure brand and customer information):

Example 1: Customer not paying attention and only half answering; Agent keeps calm‍

In this scenario, the customer is distracted and only half-engaged in the conversation, providing incomplete or vague answers. The AI Voice Agent patiently guides the customer through the process, repeating questions when necessary and never showing frustration, ensuring the issue gets resolved without escalating.

Example 2: Customer getting upset; Agent remains composed and talks them down‍

The customer is visibly angry and begins to raise their voice. Instead of matching the customer’s tone or becoming defensive, the AI agent remains calm, responds with empathy, and focuses on de-escalating the situation, all while continuing to work towards a resolution.

Example 3: Customer dealing with an emotional issue; Agent shows sympathy but keeps the conversation productive‍

In cases where customers are upset about something deeply personal—like a family emergency affecting their finances—the AI agent expresses sympathy but ensures the conversation stays productive. While the customer feels heard, the conversation remains efficient and goal-oriented.

Key Use Cases Where AI Emotional Intelligence is Crucial

This “emotional maturity” benefit of AI Voice Agents has outsized impact for the following types of calls: 

• Collections Calls: When an agent needs to chase a customer about an overdue bill, the situation can quickly become awkward or tense. Customers might offer excuses or become defensive. AI Voice Agents can remain neutral, calmly steering the conversation towards the goal of collecting payment without feeling uncomfortable or defensive.
• Payment Failures: Reminding a customer to update their payment information or risk service disruption can be a delicate conversation. A human agent might feel uncomfortable or unintentionally convey an implicit threat. An AI Voice Agent can handle these discussions with firm professionalism, making it clear that updated payment is needed without injecting unnecessary tension.
• Sales Qualification Calls: These calls can feel invasive for customers, who may feel scrutinized or rejected if they don't qualify for the service or product they’re seeking. A human agent might struggle to manage the emotions of this rejection. An AI Voice Agent can deliver this news calmly, helping to make the customer feel less personally attacked or rejected, which can improve the overall experience.

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We’re still in the early innings of Voice AI Agents, but their human-like conversational style (unlike an IVR) and ability to keep the infinite composure (unlike a human agent) has the potential to drive significant revenue for sales and support contact centers. How much revenue has been lost from heated customer interactions that go awry? The Qualtrics XM Institute estimated that US businesses risk losing $856 billion annually due to poor customer service, when more than half of consumers reduce or stop spending with a brand after a negative customer service interaction. We’re not saying all of that can be solved with AI Voice Agents, but if even a fraction can, it’s an exciting opportunity.

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