Krish Gopalan is the founder of the AI-powered digital experience platform Flaist. He has over 15 years of experience in the technology industry. He has helped to build enterprise for multiple startups and multi-billion-dollar organizations, including Citibank, Mastercard, HPE, ArcSight and Oracle. With Flaist, Gopalan has launched EVA, a virtual-assistant with unique human-like capabilities that is bringing empathy and personalized customer service through AI to the financial industry.
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When artificial intelligence (AI) was first introduced in customer service, it was limited to basic chatbot features. Recent advancements are now bringing a sense of empathy and linguistics to AI agents.
Currently being tested by banks in the Middle East, this new AI can detect anger, frustration, and other human emotions both over the phone and online. Impressively, most customers can’t even detect that the voice on the other end of the line is not human.