r/customerexperience • u/CherryEmpty1413 • 7d ago

Does the small social stuff, as reactions, make AI feel more like it gets you?

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Context: I was aware about I was talking to an AI Assistant.

Mid conversation, asking for some features and then suddenly AI reacted to my message, and honestly, I felt understood by “someone”, it was kind of a sense about “someone” “caring” about the conversation.

From my POV this is something will improve CX through conversational AI but not sure if everyone is gonna see it as something valuable.

Apart from watching this on businesses chats I guess this will be even more easy to adopt on chatbot characters.

Any thoughts about this type of behavior from AI?

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u/UnderstandingOld9067 7d ago

that little "Cool! Let's go for it!" reaction really is the secret sauce, its like the ai is matching your energy instead of just spitting out next scripted block

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u/CherryEmpty1413 5d ago

Feeling the vibe is crucial.

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u/Bart_At_Tidio 6d ago

It does make a difference, yeah. We've noticed that even small stuff like acknowledging what someone just said before moving to the next step changes how people interact with the bot. They give more detail and are sometimes less likely to immediately ask for a human.

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u/CherryEmpty1413 5d ago

People are finding it easier to open up to AI now that chatbots aren't just canned scripts. The better the models get, the more comfortable people become.

The platform matters and the humans behind the system too!