The human-centered AI approach of Symend
Key Takeaways
- Human-centered AI: Balancing artificial intelligence with human intelligence for impactful engagement
- Conscious engagement defined: Combining behavioral science, data science, and human empathy
- Strategic alignment: Using AI to enhance—not replace—human-led customer strategies
- Empowering success: Delivering meaningful interactions that foster trust and loyalty
Symend emphasizes the importance of combining Artificial Intelligence with Human Intelligence. The company believes that AI and HI are complementing each other to create a deeply individualized experience.
Understanding Conscious Engagement
Conscious Engagement represents the combination of data science, behavioral science and technology. The approach integrates behavioral scientists who use experimentation and academic research alongside data scientists who analyze performance metrics. The platform uses AI-embedded expertise to suggest content, channels, and best next steps for positive customer engagement.
The Role of AI Assistants
The solution operates through two layers: analytical and generative. The analytical layer builds engagement strategies based on human interactions, while the generative layer creates tailored outreaches aligned with individual goals.
AI Applications
Symend has embedded AI in three primary ways:
- Engagement Optimization Assistant — Develops data-driven strategies without requiring extensive manual analysis
- Content Assistant — Generates customized messaging for multiple channels
- Customer Feedback Analyzer — Interprets responses to inform strategy refinement
A Human Approach
The company acknowledges that both AI and HI are capable of biases and must complement each other, working together to responsibly normalize and humanize the approach to customer engagement.
