Humanizing AI Support: Empathy and Personalization with Agents

• Created, June 24, 2025

Humanizing AI Support

Customers crave empathy and personal attention – even when interacting with a machine. To make AI feel human, today's chatbots must go beyond factual answers and weave in empathy and personalization. The result? Users feel heard and valued, not just processed.

Why Empathy Matters:

Research shows people trust chatbots more when they display empathy. For instance, users rated an "emotionally sensitive" chatbot higher in trust and supportiveness than one that seemed cold. In practice, a few kind words can turn a frustrated user into a satisfied one. Imagine a customer upset about a broken order; a heartfelt bot reply like "I'm so sorry you're experiencing this" immediately diffuses anger. Human agents do this naturally, picking up on tone and mood, but AI can be trained to respond similarly.

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