[Master Classes] Emotional Routing with AI: Creating Personalized Customer Experiences

In this master class session, Catherine Brinkman, VP of Client Experience, and Merle Heckman, global trainer at Dale Carnegie, will explore the impact of emotional routing in creating personalized customer experiences. They will discuss how artificial intelligence can be leveraged to identify a customer's emotional state and direct them to the most appropriate representative. The session will optimize emotional routing using sentiment analysis to determine the customer's emotional state and ensure they are connected with the right representative. The speakers will also provide practical advice on how to train employees to effectively respond to customers based on their emotional needs, resulting in higher customer satisfaction scores. Attendees will leave with a comprehensive understanding of using AI to create personalized customer experiences that drive business growth.

In this master class session, participants will gain knowledge about the following three topics:

• The importance of emotional routing in creating personalized customer experiences and driving business growth
• How to effectively leverage AI-generated sentiment analysis to determine the customer's emotional state and direct them to the appropriate representative
• Strategies for training employees to effectively respond to customers based on their emotional needs, resulting in higher customer satisfaction scores