
Simulating Empathy: Using Emotion AI To Improve The Customer Experience
Businesses will prioritize building AI technologies that can interpret and respond to human emotions as they look to connect with consumers.
Over the last decade, artificial intelligence has gone from buzzword to a must-have business competence. From retail to healthcare to financial services, AI is penetrating nearly every industry, with advances in deep learning, computer vision, and more paving the way.
AI, though, has largely been challenged when it comes to recognizing and reacting to human emotion. In fact, the AI Now Institute at New York University called for a ban on the use of emotion recognition tech “in important decisions that impact people’s lives and access to opportunities” in its 2019 report.
But the attempt to use AI to recognize and respond to emotion, or emotion AI, isn’t a new concept — and in 2021, as political and social pressures continue to push tech companies to account for a wider range of human experiences, emotion AI will become an increasing priority.
The idea is largely associated with American scholar and inventor Rosalind Picard and her early research on the topic — also known as affective computing, or “computing that relates to, arises from, or deliberately influences emotions.” Today, the $87B global market for affective computing has far-reaching potential, and interest in the space has been gradually building.
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Πηγή: cbinsights.com