Companies have at all times of recent history, tried to gauge authentic business intelligence on how their customers or potential ones, feel regarding emotions. Their actual feelings have always been very difficult to gauge. As a result, companies are now using AI to interpret such human emotions. Studies have confirmed that even AI can get emotional biases, as ultimately even these algorithms have been put together by humans, who all possess inherent biases. There are ways though, by which companies may prevent such biases from creeping in. The first way to do so, is to simply understand how emotionally engaged the employees are. The company needs to improve its ability at improvising to ensure the products created are suited to the consumer emotions. Tools too need to be updated, so they may better capture the metrices around customer satisfaction. The learning experience, likewise needs a transformation. The data warehousing performed, needs to be more thorough, to ensure all kinds of emotions may be drafted in. A study by the research firm Nielsen, puts it succinctly on how neuroscience technologies have to be part of this. It includes biometrics and facial coding.

Source:https://hbr.org/2019/11/the-risks-of-using-ai-to-interpret-human-emotions

Uploaded Date: 16th December 2019