Emotional AI: On the Path to Engineered Empathy

A new era begins in the understanding that the customer is always right.

Thanks to the developments in Artificial Intelligence (AI) technology, customer service employees who constantly perform the same tasks within the scope of the job are getting easier. In addition, a new generation of intelligent chatbots and intelligent platforms that talk to the consumer is emerging.

In some cases, entry–level tasks will be replaced by intelligent Artificial Intelligence (AI) technologies, but human input will always be necessary.

Machines have the potential to push the limits, but the human touch will remain a distinguishing factor in the eyes of consumers who prefer to talk to a person rather than a robot.

Although chatbots have come to a very prosperous place in terms of their service, the purpose of using emotional Artificial Intelligence (AI) in workplaces is to “support” and will remain that way. Employees need to understand how these tools work and how they can use them for their productivity. Knowing how a chatbot or Artificial Intelligence (AI) assistant will serve the human workforce will be crucial for anyone working in a direct customer–facing position.

So how do these robots evolve? First, they are increasingly able to understand the real–time emotional state of customers (such as their emotional attachment to specific brands) and are likewise better served by the advent of empathetic services that work with cold data based on complex numbers but can engage in warmer, more human interactions based on scale and demand.

Whether in the store or at home, the chatbot, which appears in front of the customer using the application or website from the desktop computer, will interact emotionally in various situations, from greeting the customer according to the context and mode to making personalized recommendations based on their past movements. Commercial interactions that somehow fail to reflect ourselves will become weaker and weaker in this context. The vast majority of consumers prefer to convey their complaints to a human. These consumers want to see their concerns heard and action taken. It is not enough for them to know that their complaints are being recorded.

Emotion Detection — Face

Emotion AI carefully examines unfiltered facial expressions using optical sensors or webcams. It first identifies the human face in an image or video in real–time. Next, computer–visible algorithms identify critical points on the human face, such as the tip of your nose, the corner of your eyebrows, and the corner of your mouth. Deep Learning algorithms then analyze the pixels in these regions to classify facial expressions. He then matches combinations of these facial expressions with emotions.

Emotion Detection — Speech

Our speech ability analyzes the way we say it, not the words spoken. It monitors speech tone, loudness, changes in vibration ascent, and descent to explore speech events, gender, and emotions.

Using this data, the consumer’s reactions to digital content can be used to know the age range, gender of the target audience, with which the content interacts, with which emotions they watch the content, and many more. In this way, the requirements for the future product or campaign to be followed can be determined.

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aNumak & Company is a Global Business and Management Consulting firm with expertise in building scalable business models for diverse industry verticals.

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aNumak & Company

aNumak & Company

aNumak & Company is a Global Business and Management Consulting firm with expertise in building scalable business models for diverse industry verticals.

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