AI-Powered Dialogue Design for Sales Teams

AI is transforming how sales teams communicate, making conversations more personalized and effective. By using tools that analyze customer behavior and preferences, sales reps can adapt their approach in real-time, leading to better connections and higher revenue. Here’s what you need to know:

• 81% of sales teams are using or testing AI, and those using it report 13–15% revenue growth.
• AI tools help analyze personality traits, communication styles, and emotional cues to create tailored conversations.
• Sales reps save time by automating tasks, gaining back up to 2 hours per day for selling.
• Personality-driven strategies can boost sales performance by up to 85% and improve customer retention by 30%.

Key Features of AI-Powered Dialogue Design:

• Personality Mapping: AI profiles prospects to tailor communication styles.
• Context Awareness: Tools analyze emotional and situational factors for empathetic responses.
• Conversation Flow: AI plans natural transitions and prepares for objections effectively.
• Real-Time Coaching: AI provides live suggestions during calls to improve engagement.

Sales teams using AI see better results, from increased conversions to stronger client relationships. Dive into the full guide to learn how to integrate AI tools and strategies into your sales process.

Master The Future of Voice AI - Conversation Design & Agent Persona

Key Parts of AI-Powered Dialogue Design

Creating effective AI-driven sales conversations hinges on three main elements. These components work together to transform generic exchanges into meaningful, personalized interactions that resonate with a prospect's unique communication style and emotional needs.

Personality Mapping and Profiling

Personality mapping is the cornerstone of successful AI-driven sales strategies. It involves analyzing a prospect's communication patterns, behaviors, and psychological traits to build a detailed profile that informs how conversations are structured.

AI tools like Mindreader make this process seamless. By using psychometric profiling, they analyze text interactions, facial expressions, and other brief engagements to identify distinct personality traits. These insights allow sales teams to tailor their approaches with precision.

The results speak for themselves. Sales teams with higher emotional intelligence see a 20% boost in sales and a 30% increase in customer retention rates[5]. Real-world examples further highlight the impact. A NASDAQ-listed business intelligence provider increased deal closures by 37% after incorporating buyer personality insights into their process[6]. Similarly, North America’s largest independent moving company doubled ticket sizes by using AI-generated personality insights[6].

Tailoring communication styles to match client personalities is key. For instance, data-focused buyers appreciate analytical presentations, while relationship-driven clients respond better to conversations that highlight trust and long-term collaboration. AI eliminates the guesswork by automatically identifying these preferences, enabling sales teams to adapt their dialogue strategies accordingly.

Context Awareness and Emotional Intelligence

Context awareness equips AI systems to understand not just the words prospects use but also the nuances of how and when they speak. This goes beyond basic sentiment analysis, diving into emotional undertones, industry-specific concerns, and situational factors that influence purchasing decisions.

Emotional intelligence plays a pivotal role in this aspect of dialogue design. It enables AI to detect and respond to human emotions effectively, guiding sales representatives toward more empathetic and impactful interactions. Research shows that salespeople with high emotional intelligence generate twice the revenue of their peers with average or lower EQ scores[2].

"The key benefit of emotional intelligence is empathy. You develop empathy for your customers by communicating, caring, and understanding." - Anthony Miyazaki, professor of marketing at Florida International University[2]

AI systems analyze tone, word choice, response timing, and even non-verbal cues like facial expressions. This real-time analysis helps sales reps adjust their approach dynamically. For example, if a prospect’s tone becomes more formal or their responses grow shorter, the AI might suggest shifting to a consultative approach or addressing underlying concerns.

The growing importance of emotional intelligence is reflected in the global Emotion AI market, which is projected to increase from $2.74 billion in 2024 to $9.01 billion by 2030[7]. Context awareness also factors in external elements like industry trends or recent market developments, allowing sales teams to craft conversations that are timely and relevant.

Once personality traits and emotional context are understood, the next step is designing a conversation flow that keeps prospects engaged while addressing objections effectively.

Conversation Flow and Objection Planning

Smooth conversation flow ensures that AI-powered exchanges feel natural and engaging, not robotic or overly scripted. This involves planning logical transitions, anticipating responses, and preparing follow-up questions to sustain momentum throughout the sales process.

Objection planning is equally critical. Research shows that 95% of purchasing decisions are subconscious, meaning objections often reflect deeper, unspoken concerns[3]. AI helps pinpoint these underlying issues and suggests responses that address both surface-level questions and emotional hesitations.

By analyzing thousands of successful sales conversations, AI systems identify common objection patterns and effective ways to handle them. For example, budget-conscious buyers may focus on ROI, while relationship-oriented clients might prioritize customer support. Recognizing these tendencies enables sales reps to craft targeted responses that resonate.

Conversation flow also incorporates strategic pauses. AI can recommend when to ask for a commitment, provide additional details, or simply listen. Companies that invest in emotional intelligence training report a 1,484% return on investment[4], largely because their teams excel at navigating these pivotal moments. Advanced AI systems further enhance this process by mapping out multiple conversational paths. If a prospect shows interest in a specific feature, the AI suggests tailored follow-ups to maintain engagement, even if the conversation takes an unexpected turn.

When combined, personality mapping, context awareness, and thoughtful conversation flow create a robust framework for AI-powered dialogue design. These elements empower sales teams to build trust, connect on a deeper level, and ultimately drive better results.

Creating Personality-Based Dialogue Frameworks

Building on earlier discussions about personality mapping, let’s dive into how these insights can shape effective sales dialogues. By using AI-driven personality frameworks, generic sales pitches can transform into tailored conversations that resonate with each client’s communication style and decision-making preferences.

Finding Client Personalities Using AI

AI platforms like Mindreader excel at turning standard pitches into personalized dialogues by accurately profiling client personalities. Mindreader’s profiling boasts an impressive 90% accuracy rate [10]. It uses tools like Facial Characteristic Recognition and text analysis to categorize clients into personality types such as Knights, Explorers, Healers, and Wizards, based on the Keirsey Temperament Sorter [8][9].

This approach isn’t just theoretical - it’s delivering real results. A Senior Financial Consultant reported a jump in conversion rates from 20–30% to 50–60% after using Mindreader [9]. Similarly, Hazel Yeo, another Financial Consultant, saw a 10–15% boost in conversions for both qualified and non-qualified leads [9].

Here’s a tangible example: A Senior Marketing Director at ERA used Mindreader to categorize a client, leading to a property showing request. The result? A closed deal and a five-figure commission [8].

"Mindreader's AI-driven insights and preparation tools have completely transformed my workflow, making it easier to focus on what matters most: building relationships and closing deals with a clear, tailored strategy."
– Nicholas Teo, MDRT Financial Advisor [8]

These tools empower sales professionals to craft dialogues that align with each client’s unique personality and preferences.

Adjusting Dialogue Strategies to Personality Types

Once you’ve identified a client’s personality, the next step is to tailor your communication style. Different personalities respond to distinct approaches, and adapting your strategy can significantly improve conversion rates - by as much as 15–50% [8].

The DISC framework offers a practical way to adjust your approach:

• Dominant (D): These clients are goal-oriented and direct. They appreciate concise, results-driven communication. Focus on benefits and ROI when engaging with them [11].
• Influential (I): Social and energetic, these individuals thrive on engaging conversations. Use storytelling, testimonials, and enthusiasm to connect with them [11].
• Steady (S): Patient and relationship-focused, they value warmth and support. A calm, consultative approach helps build trust [11].
• Conscientious (C): Logical and detail-oriented, they prefer clear, fact-based discussions. Provide data and thorough explanations to meet their needs [11].

Top-performing sales professionals reportedly spend about six hours weekly studying prospects and refining their scripts [11]. AI tools streamline this process, offering instant personality insights that allow for precise adjustments in dialogue strategy.

Pay attention to your prospect’s communication style, body language, and word choice to identify their personality type. Then, mirror their tone, pace, and energy level to build rapport [12].

"Understanding your prospect's personality can give you valuable insights into their buying style, allowing you to tailor your message and approach accordingly."
– The Center for Sales Strategy [11]

Personalized communication not only aligns with a client’s personality but also lays the groundwork for trust.

Building Trust Through Personalization

Trust is the cornerstone of any successful sales relationship, and AI-driven personalization helps foster genuine connections by addressing each client’s specific needs. In fact, 73% of consumers report feeling like unique individuals when brands offer personalized experiences [1].

But personalization isn’t just about adding someone’s name to an email. It’s about understanding their communication preferences, business challenges, and decision-making criteria. AI analyzes data from various sources to uncover buying patterns and preferences, allowing for tailored interactions [13].

The results are impressive. Personalized product recommendations can boost conversion rates by up to 5.5 times compared to generic approaches [16]. Why? Because personalization makes clients feel understood and valued, which strengthens trust and builds lasting relationships [15].

AI also enables real-time personalization during conversations. By analyzing customer sentiment, it can adapt responses on the spot. For example, if a client seems hesitant, the system might suggest addressing specific concerns. If they’re enthusiastic, it might recommend moving toward closing questions.

Examples of this approach in action include a retail chain that used AI for advanced customer segmentation and saw a 4× increase in email campaign click-through rates [16]. Another example is Newzip, which implemented AI for hyper-personalization and achieved a 60% increase in engagement and a 10% rise in conversions [16].

Transparency about AI usage is equally important for building trust [14][16]. Clients appreciate knowing when AI insights inform your approach, especially when it leads to more relevant and helpful conversations. While AI provides invaluable tools for creating meaningful, personalized interactions, the human touch - empathy, active listening, and genuine care - remains essential for building strong, lasting relationships.

Using AI for Sales Training and Role-Play

AI is reshaping how sales teams train and refine their skills, moving beyond traditional methods that often rely on theory and limited practice. By introducing interactive role-play environments, AI allows sales professionals to practice conversations, handle objections, and sharpen their techniques - all without the pressure of real client interactions.

Custom Role-Play Scenarios for Industry-Specific Sales

AI-powered training platforms can create tailored, realistic scenarios that reflect the exact challenges faced in specific industries. For example, sales reps in fields like finance, real estate, or consulting can engage in simulations that mimic complex client situations, such as navigating budget constraints or addressing multi-layered decision-making processes. These platforms also adapt to individual performance, assigning exercises to address specific skill gaps [18].

Focusing on high-stakes scenarios and gathering actionable feedback ensures that sales teams get the most out of these simulations [19].

Practicing Objection Handling and Rapport Building

One of the standout benefits of AI role-play is the ability to repeatedly practice and fine-tune responses to tough situations. Whether it’s addressing budget concerns or overcoming price objections, these simulations prepare sales reps for real-world conversations [19]. Considering that nearly 48% of salespeople improve through trial and error, AI helps speed up this learning curve by offering a safe space to experiment and refine their approach [18].

Moreover, AI can simulate a variety of customer personalities, providing personalized feedback that helps reps build stronger, more authentic connections [19]. This type of targeted practice lays the foundation for better rapport and more effective communication.

Feedback and Performance Analytics

AI doesn’t just simulate conversations - it also analyzes them in detail. From evaluating tone and pacing to identifying overuse of filler words, these tools provide instant feedback on every aspect of a sales interaction [17][20]. By benchmarking sessions against best practices, AI helps reps improve key skills like asking open-ended questions, demonstrating empathy, and managing objections [18].

For instance, Cisco reported saving 38 weeks of manager time by using AI to review role-plays for 3,500 sellers. Additionally, sales reps who receive regular feedback can improve their quota attainment by as much as 19% [20][18]. To get the most out of these tools, it’s crucial to track each rep’s progress across different scenarios and encourage consistent use of AI role-play to keep skills sharp [19]. While AI excels at providing detailed insights, it works best when paired with human coaching.

These AI-driven simulations are a powerful way to reinforce the personalized dialogue strategies that drive sales success. At Mindreader, we use these advanced tools to create customized role-play experiences, helping sales teams refine their skills and deliver more impactful client interactions.

Best Practices for Implementing AI-Powered Dialogue Systems

Once you've chosen the right AI tools for your dialogue systems, the next step is getting them up and running effectively. Smooth integration into your sales process is critical, and the difference between success and failure often lies in how well the system is implemented. These practices will help you create AI-driven conversations that feel natural, blend seamlessly with human expertise, and deliver real results.

Starting Conversations with Context and Clarity

The first moments of a sales conversation are pivotal. AI-powered dialogue systems work best when they’re fed with the right data about your prospects[23]. By tapping into your CRM and previous interactions, you can craft personalized, clear openings that set the tone and objectives for the conversation[21][23]. For example, if a prospect recently downloaded a whitepaper, your AI should reference that and connect it to their potential challenges.

"AI has streamlined our lead scoring and personalized outreach, making our sales funnel faster and more targeted (using our own technology), especially in capturing intent signals and sending qualified messages rather than shooting and praying." – Hugo Lamy, Brainbase [24]

Keep your opening messages concise and focused[25]. Each sentence should address a specific feature, benefit, or common objection. Avoid jargon, and make your language easy to understand. Sales reps spend around 8.8 hours weekly searching for customer information[23], but a well-implemented AI system can eliminate this hassle by providing all relevant context upfront.

Storytelling can also elevate your AI's opening sequences[25]. Train your system to pull relevant case studies or success stories based on the prospect's industry or specific pain points. This approach not only grabs attention but also makes the conversation feel more personal and engaging.

Maintaining a Natural Conversation Flow

One of the biggest hurdles for AI dialogues is avoiding a robotic tone. The key is striking a balance between automation and a human touch[22]. AI should enhance human interactions, not replace them.

Your system needs to adapt to the flow of the conversation and the prospect's responses[22]. For instance, if a prospect seems confused, the AI should slow down and ask clarifying questions. If they’re highly engaged, it can move more quickly toward the next step. Recognizing verbal and emotional cues is critical for this adaptability.

Smooth transitions are another essential element. Use bridging phrases like, "That's a great point – let me make sure I address that fully", to keep the conversation flowing naturally[26]. Empathy also plays a huge role. AI should be able to detect emotional states and adjust its tone accordingly[27]. Sales teams using AI tools for real-time coaching and sentiment analysis often see a 15-20% boost in win rates due to better objection handling[28].

While AI can process large amounts of data and suggest responses, human intuition remains irreplaceable[22]. Train your team to use AI insights as a guide but trust their instincts when it’s time to deviate from the script. The best implementations pair conversational AI with tools for automated note-taking, real-time coaching, and sentiment tracking[21], allowing your reps to focus on building rapport while the AI handles the background tasks.

Ending with Confirmation and Next Steps

No conversation should end without clear next steps. AI-powered systems excel at ensuring this clarity by summarizing key points and confirming mutual understanding. This step builds trust and keeps the process moving forward[21].

Program your AI to recap the main topics discussed, highlight pain points, and review any commitments made during the conversation. This not only reinforces understanding but also sets the stage for follow-ups. For instance, after a call, your AI can generate personalized emails that reference specific discussion points, attach relevant resources, and outline the agreed-upon next steps. This level of detail shows prospects you’re attentive and organized.

"AI enhances lead identification, tracking, and engagement, giving us deeper insights into the customer journey. Automation streamlines acquisition and fosters leads through the funnel, improving efficiency... we've developed disciplined processes and personalized follow-ups, balancing automation with a human touch to nurture relationships and drive conversions effectively." – Sohail Djariri, Sagility [24]

Your AI should also handle task reminders and scheduling[21]. If you promised to send a proposal or schedule a demo, the system should automatically create tasks and send reminders to ensure nothing slips through the cracks. This keeps momentum alive and prevents prospects from feeling overlooked.

Finally, use AI-driven insights to continuously refine your approach[21]. After each conversation, review what worked and what didn’t. Were the AI’s suggestions helpful? Did the follow-ups resonate with the prospect? By analyzing these insights, you can fine-tune your system over time.

For the best results, ensure your AI integrates smoothly with your CRM and communication tools[23]. This synchronization keeps all prospect information, conversation summaries, and next steps in one place, so nothing gets lost.

At Mindreader, we’ve seen firsthand how AI dialogue systems can transform sales conversations. By combining personality profiling with these best practices, teams can craft conversations that feel natural and deliver measurable outcomes. When done right, AI becomes a powerful partner in creating meaningful, results-driven interactions.

Improving AI-Driven Dialogue Performance

Boosting AI-driven dialogue performance comes down to measuring, testing, and refining based on real-world data. Companies that rely on data-driven strategies tend to perform better, with a 6% edge in profitability and 5% higher productivity compared to their peers [30]. The trick lies in identifying what to measure, how to test variations, and building systems that continuously improve over time. To start, focus on metrics that clearly reflect dialogue success.

Key Metrics for Evaluating Dialogue Success

Tracking the right metrics eliminates guesswork and provides actionable insights. To fully understand AI dialogue performance, you need to evaluate both technical efficiency and business results.

Key metrics to monitor include conversion rates, call duration, response rates, lead quality, and customer satisfaction. These indicators reveal how AI impacts sales. For instance, companies with precise sales forecasts report 7% higher quota attainment and achieve 10% more revenue growth year-over-year [30]. Setting up an effective measurement framework can lead to substantial gains.

However, numbers alone don’t tell the whole story. Combining quantitative data with customer feedback offers a deeper understanding. Regularly gather input from users about their conversational experiences. This feedback can help explain why certain metrics shift and guide you toward meaningful improvements.

Even small changes can lead to big results. For example, increasing customer retention by just 5% can boost profits by 25% to 95% [29]. When you focus on tracking the right metrics and making steady, incremental improvements, the impact on your business can be significant.

A/B Testing Dialogue Variations

Once you’ve established baseline metrics, A/B testing becomes a powerful tool for identifying the most effective dialogue variations. Start by setting clear objectives. Decide what you want to improve - whether it’s engagement, conversions, or satisfaction - and pinpoint specific elements to test, such as opening lines, tone, or calls-to-action.

Create multiple versions of your dialogue with targeted changes. For example, a banking chatbot might test two approaches for guiding users through a fund transfer. One version could use step-by-step instructions, while another offers a visual flowchart. Metrics like completion rates, user satisfaction, and time-to-completion can reveal which method resonates most with users.

"It's much easier to double your business by doubling your conversion rate than by doubling your traffic." - Jeff Eisenberg [31]

For accurate results, randomly assign users to different variations. Run tests until you have statistically significant data, and treat A/B testing as an ongoing process. Markets evolve, and customer preferences shift, so continuous testing ensures your strategies stay relevant.

Continuous Learning and Adaptation

AI thrives on continuous learning. Set up systems to monitor customer interactions and feedback in real time. When you implement changes based on testing results, track their effectiveness to create a cycle of constant improvement.

Diverse, high-quality data is critical to avoid bias and ensure your AI performs well in real-world scenarios. Companies like Zime have shown how this approach works in sales. For example, Bureau, Inc. increased their annual recurring revenue by 10% using AI-powered training that adapts to real performance data [32]. Similarly, Versa Networks boosted their pipeline and revenue forecasts by 20% through systems that evolve with each sales interaction [32].

Regularly reviewing your AI systems is equally important. Conduct monthly or quarterly assessments to evaluate performance, identify trends, and refine your strategies. This ensures your tools remain aligned with business goals and customer needs.

Adapting your AI approach not only improves performance metrics but also enhances the personalized dialogue that’s crucial for sales success. Instead of sticking to static scripts, AI systems can learn from every conversation, tailoring their responses to different personality types and scenarios.

Take Mindreader’s Sales Smart chatbot, for instance. It uses personality profiling to adapt its communication style based on whether it’s interacting with a Knight, Explorer, Healer, or Wizard. Each conversation helps the system learn what works best for various client types, resulting in smarter, more effective interactions over time.

The best implementations combine automation with human insight. Use AI for data analysis and pattern recognition, but rely on human judgment for strategic decisions and relationship building. This blend creates systems that are not only scalable but also highly effective.

Conclusion and Final Thoughts

AI-powered dialogue design is reshaping how sales teams approach their work, making it easier to connect with prospects and close deals. With AI adoption, businesses have reported impressive gains: up to a 30% increase in lead conversion, 3–15% growth in revenue, and a 10–20% improvement in sales ROI. These advancements enable smarter, more personalized interactions that align with each client's unique communication style.[35][36]

Key Takeaways for Sales Teams

The best sales teams understand that AI is a tool to enhance their capabilities, not replace them. By leveraging personality-driven dialogue design, they can turn generic sales pitches into meaningful, targeted conversations that deliver results. When AI systems can identify whether a client is analytical, relationship-focused, results-driven, or creative, every interaction becomes more precise and impactful.

"AI can boost sales effectiveness and performance by offloading and automating many mundane sales activities, freeing up capacity to spend more time with customers and prospective customers (while reducing cost to serve)." – McKinsey Analysts[35]

This collaboration between AI and human expertise marks a new era in sales excellence. Striking the right balance between automation and human connection is crucial. AI can handle data analysis, lead scoring, and initial outreach, while sales professionals focus on building relationships and solving complex problems. Notably, 99% of companies using AI-driven virtual agent technology report higher customer satisfaction.[34]

Mindreader exemplifies this balance by combining personality profiling with AI-driven dialogue tools. Its platform helps sales teams prepare with role-play scenarios, provides real-time coaching during calls, and generates personalized scripts that convert up to four times better than manually written ones. The Sales Smart chatbot adapts its communication style to match different personality types, creating more authentic and effective interactions.

These advancements highlight a future where AI doesn’t just support sales - it anticipates needs and enhances performance.

The Future of AI in Sales Communication

Looking ahead, the role of AI in sales will deepen, offering smarter, more proactive engagement. By 2025, it’s expected that 80% of B2B sales interactions will take place online.[34] And by 2028, 70% of U.S. B2B buyers are predicted to rely on AI for their purchasing decisions.[33]

"2025 is when agents will work." – Sam Altman, CEO of OpenAI[37]

The conversational AI market is set to grow at a 24.9% annual rate through 2030,[40] and its ability to boost e-commerce sales by 67% shows its growing importance.[23] Over half of companies already use conversational AI, and this trend is only gaining momentum as its benefits become clearer.

AI is evolving into a real-time partner for sales teams. Future systems will offer instant personality insights, suggest optimal responses, and even predict objections. Virgin Money’s AI-powered assistant, Redi, is a great example. Since September 2024, it has managed over 2 million customer interactions with an impressive 94% satisfaction rate.[38]

Sales teams that embrace AI as a strategic asset will find themselves ahead of the curve. Personality-driven dialogue systems will help build stronger connections, predictive analytics will uncover opportunities faster, and automation will free up time for high-value tasks.

"Your job will not be taken by AI. It will be taken by a person who knows how to use AI." – Christina Inge, author of "Marketing Analytics: A Comprehensive Guide and Marketing Metrics" and instructor at the Harvard Division of Continuing Education's Professional & Executive Development[39]

The future belongs to sales professionals who combine empathy and relationship-building skills with AI-powered insights and automation. Those who master personality-driven dialogue design will not only close more deals but also forge stronger, lasting client relationships.

FAQs

How can AI-powered dialogue design boost sales team performance and improve customer retention?

AI-powered dialogue design gives sales teams a powerful edge by enabling personalized, dynamic conversations that align with each client’s unique preferences. With AI analyzing personality traits and communication styles, sales representatives can craft messages that truly connect, overcome objections with precision, and build trust more effectively.

Tools like Mindreader take it a step further by simplifying routine tasks. Whether it’s generating tailored sales scripts, providing feedback on pitches, or simulating meetings with role-play scenarios, these tools free up valuable time. This means sales professionals can dedicate their energy to what matters most - closing deals and strengthening relationships with clients. The payoff? Better productivity, higher success rates, and stronger customer loyalty, all driven by more engaging and meaningful interactions.

What is personality mapping in AI-driven sales, and how does it help sales teams?

Personality Mapping in AI-Driven Sales

Personality mapping in AI-driven sales revolves around understanding individual traits like openness, conscientiousness, extraversion, agreeableness, and emotional stability. These traits help sales teams grasp buyer behavior and preferences. Often, frameworks such as the Big Five (OCEAN) or DISC are paired with psychometric profiling to guide this analysis.

AI tools can analyze data from various sources - text, voice, or even facial expressions - to generate detailed personality profiles in no time. With these insights, sales teams can fine-tune their communication style, handle objections more effectively, and establish deeper connections with potential clients. By tailoring their approach to align with a buyer's personality, sales professionals can not only close deals faster but also create more meaningful and engaging interactions.

How can sales teams use AI to personalize communication while keeping it authentic?

Sales teams can tap into AI to make communication more personal and impactful. By handling repetitive tasks like drafting outreach emails or analyzing client data, AI frees up valuable time for sales professionals to focus on what really matters - building authentic relationships. Plus, AI tools can dig into customer preferences and behaviors, giving sales teams the insights they need to tailor their approach and make every interaction feel relevant and meaningful.

With conversational AI, sales teams can create interactions that feel natural and human, helping clients feel truly heard and appreciated. Thoughtfully applied, AI can fine-tune communication by addressing hidden concerns, sharpening pitches, and crafting tailored scripts - all while keeping the empathy and authenticity that foster trust and genuine connections.