Learning to feel
Emotional AI technology can help businesses capture peoples’ emotional reactions in real time—by decoding facial expressions, analyzing voice patterns, scanning e-mails for the tone of language, monitoring eye movements and measuring neurological immersion levels.
Emotional AI will not only offer new metrics to understand people; it will redefine products and services as we know them. But Emotional AI also brings risks. The data collected using Emotional AI technology will test companies with a whole new set of ethical challenges that require responsible actions.
The data and responsibility opportunity
Emotional AI will be a powerful tool that will force businesses to reconsider their relationships with consumers.
Coming to our senses
Emotional AI applications can lead to better experiences, better design and better service for customers. They also hold the potential to open up a completely new world of opportunities for Communications, Technology and Platform companies.
Feeling the risks
Reading people’s emotions is a sensitive science. The data collected using Emotional AI technology will test companies with a whole new set of ethical challenges. Based on our research, we see four aspects of data collection and usage that merit close attention: Systems Design, Data Usage, Transparency and Privacy.
A new sense of responsibility
Given the role of the communications, technology and platform industries in the design of emotional data collection and usage across all industries, their approach towards responsibility in the use of emotional data becomes central to how responsibility is woven into Emotional AI as its use expands across all industries. This role needs to be taken seriously. To become a responsible steward of Emotional AI, companies need guiding principles for how data is captured and leveraged. In addition, there is a set of actions firms can take to drive stronger responsibility across three layers—individual, company and industry ecosystem—of operations.