INTEGRATING EMOTIONAL INTELLIGENCE AND ARTIFICIAL INTELLIGENCE: AN EMPIRICAL STUDY ON INFORMATION TECHNOLOGY ENABLED SERVICES (ITES) INDUSTRY FROM EMPLOYEE’S PERSPECTIVE

Abstract

In the Information Technology Enabled Services (ITES) industry, where customer engagement and service quality are crucial, the combination of emotional intelligence (EI) and artificial intelligence (AI) offers revolutionary possibilities. In order to improve customer happiness, workplace dynamics, and organizational efficiency, this study investigates how these two areas can intersect. While AI provides capabilities for automation, predictive analytics, and decision-making, emotional intelligence—which includes self-awareness, empathy, and interpersonal skills—is essential for managing human interactions. The purpose of this study is to find novel uses for the synergies between AI and emotional intelligence (EI), such as AI-powered solutions that improve employee well-being through predictive stress management and instantly adjust to emotional indicators.
The study uses mixed-methods of approach, combining qualitative interviews to learn about user experiences and organizational advantages with quantitative analysis to assess how AI-EI integration affects key performance indicators. Particular attention is paid to the ITES industry, where AI systems with emotional intelligence have the potential to revolutionize operational workflows, talent management, and customer service. This study also looks into issues like data protection, ethical concerns, and if AI can enhance human emotional intelligence rather than replace it. For ITES companies looking to develop human-centric AI systems, increase employee engagement, and provide exceptional customer service in a cutthroat global environment, the results may offer practical insights.