How does business use emotion AI?
For a long time, the decision-making process in business was approached rationally. It was believed that to make the most effective decision it is necessary to avoid emotions. More importantly, it was believed that people can discard all emotions and be guided only by logic. However, scientists later found that any human decision, including the decision to buy a product or accept a candidate for a job, is directly influenced by emotions . That’s why today companies are trying to take into account the emotional component and its impact on decision-making in different areas: from analyzing consumer behavior to developing new products and services. The human factor is not an opportunity for a mistake, but rather the presence of human emotions that could not be predicted or modeled until now. We can say that today emotions are one of the driving forces in business.
In recent years emotion AI technologies have started to move from scientific laboratories into commercial development. Teams of scientists from research labs launch startups, while huge companies create distinctive projects and research areas for emotion AI and its application in business.
Although the applications of such technologies are yet not fully understood, some of the use areas are more common than others. For example, healthcare, automotive, telecommunications, sales, and customer support . Let’s take a closer look at how emotion AI can be used in some of these industries.
Healthcare and medicine are areas of great demand for developing and applying emotion AI. The use of biometric sensors in personal devices can help to predict and prevent depression or sudden epilepsy attacks in advance. Emotion recognition technologies are also widely used to help people with autism communicate with others. For instance, companies such as BioStream Technologies, Empatica, and Sentio Solutions specialize in this field.
Another application area is the automotive industry. When we talk about modern cars, we imply not only the vehicles themselves but also the built-in onboard software and equipment. Computer systems control the air temperature in the cabin, turn on the driver’s favorite music, and suggest the optimal route. Using emotion AI technologies, the software will also be able to determine the driver’s emotional state, stress level, or sudden health problems. This can make trips safer for both drivers and passengers, as well as for others. Сompanies such as Gestion HQ, Eyeris, and Eyesight use emotional intelligence in the automotive industry.
Support centers and customer services also use emotion AI systems. Especially those that automatically assess the caller’s emotional state and give tips to call center employees. Examples of companies that use such systems can be audEERING, Behavioral Signals, and Neurodata Lab.