The importance of human interaction as AI and machine learning rises

Brittany Lee Waller

We know that we are naturally driven to connect with others. It is embedded in our biology, with our brains wired for reaching out to and interacting with those around us.

As the world begins to build technology to create more efficient, cost effective systems, the nature of human interaction begins to change shape.

Those that spend their entire timelines steeped in customer service know the importance of staying connected, much like those at Virgin Australia and Delta Air Lines, a 2018 TEDxSydney partner.

“Human interactions build deeper, more meaningful connections – compassion and trust. The simple act of smiling is contagious, as we tend to mimic the facial expressions of others, it triggers that same emotional state in ourselves, which then allows us to formulate an appropriate social response,” says Clare Wheatley – General Manager, Australia and New Zealand – Delta Air Lines  

“At Virgin Australia and Delta, we bring people together from all kinds of backgrounds with a single goal. We act as the connector and our on board experience facilitates the social connectivity of life experiences, from pre-departure, inflight and arrival at destination, whether travelling to visit family and friends, meeting new people, or for face-to-face business needs.”

As we become more and more connected as a society, behaviours are evolving. Immediacy is the new and greatest impact of technology where people have a constant urge to seek out information, check for communications and direct their thoughts to other people and worlds.

So in this new era of interaction, how does human based customer service retain its roots and connection with its people and customers?

“Customer service must deliver the most memorable experience, and in today’s fast-paced, dynamic world, businesses must adapt and evolve to attract new opportunities and meet customer expectations.

“We can enable, nurture and build our guests sense of connection. It just takes a little courage and a spirit of adventure. It’s intrinsically natural to us,” Says Rapthi Thanapalasingam – Head of Consumer & Partner Marketing, Virgin Australia.

Rapthi indicates that together Virgin and Delta don’t rest on their laurels and have chosen to use technology to their advantage.

“From using data to predict the customers’ needs, to advances in AI adding efficacy to interactions in real-time – interactive tasks in time will become much more efficient.

Voice and language recognition tools are showing their advantages already and technology will only continue to help deliver a more personalised, efficient service to customers – improving productivity and customer satisfaction.”

To find more sweet spots in your thinking and inspire your human kindness, register for this year’s TEDxSydney now.

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