Emotional Quotient (EQ)

Emotional Quotient (EQ) is the measurement used to evaluate levels of emotional intelligence in customer interactions. Artificial intelligence tools that use EQ can accurately evaluate customer emotions and prompt appropriate responses based on emotional data. With emotional quotient in effect, users can be sure that their AI is doing its job to the fullest ability, improving conversations and overall customer satisfaction.

EQ enhances customer experience (CX) by providing AI-powered tools with a precise and actionable benchmark for interpreting a wide array of customer emotions. When customers feel listened to and are given the highest quality of service by their agents and tools, their entire customer journey benefits – as does their trust and loyalty to a company.