Emotions Analytics

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Pinga

Room for All
Interesting piece of software that I bumped into this week.

Description from TechTargets: http://www.techtarget.com/
Emotions analytics (EA) is the formal examination of how a person communicates verbally and non-verbally in order to understand the person's mood or attitude. In business, emotions analytics is often used to identify how a customer perceives a product, the presentation of a product or an interaction with a company representative.
Just as with other data related to customer experience, emotions data is used to create strategies that will improve the business' customer relationship management (CRM). EA software programs, which are often used in call centers, can be used to collect data, classify it, analyze it and provide a way for the data to be visualized easily.​

Dashboards that indicate the emotions of both the caller and the call center agent allow supervisors to know which calls are going smoothly and which ones might require an intervention. The use of EA software in call centers is controversial, primarily because companies that employ EA are not always forthcoming about the fact that they are collecting emotional data when they warn callers that their call may be recorded."​

Although there are negative consequences to this software; I am pondering the positive ones.

For folks who have trouble reading other humans emotions, could it be used as an independent analysis of the others feelings?
For folks who aren't aware they come across as mean, could it be a personal coaching tool?

I think of folks who were put on PIP's due to their attitude towards others, who were actually nice, just had no concept of how they came across.

What do you think?
 
Emotional Analytics is an interesting idea. I hadn't heard of it (at least not in those terms) until you posted here.

Off hand I would be interested to know how these dashboards measure emotion. Communication is so much more than what we provide on a verbal level.

Still, if it can be demonstrated to be accurate and fast it could be a useful teaching tool.
 
Revjohn, I wonder about software such as voice recognition software in its early days. It was hit or miss, but, for some was essential. They put up with the lack of quality due to their inability to read or type. (I think of folks who were blind). That software has come a long way since then to the point that we use it in everyday activities: call centres, phone answering, message sending and so on.

I wonder if this software will also evolve. Though call centres are using it now, I could see it being used for individuals who have trouble understanding how they are presenting compared to their society, and how individuals are communicating to them.

As it evolves, it could be a way for folks to check themselves.
 
Pinga said:
Revjohn, I wonder about software such as voice recognition software in its early days. It was hit or miss, but, for some was essential. They put up with the lack of quality due to their inability to read or type. (I think of folks who were blind). That software has come a long way since then to the point that we use it in everyday activities: call centres, phone answering, message sending and so on.

True, it has. Dragon Naturally Speaking is a fabulous aid that some schools are using as an accommodation for students.

That said Dragon Naturally Speaking needs to be trained to the individual using it since pronunciation is a somewhat unique monster.

Emotional Analysis might include pronunciation but there must be other verbal cues that the software measures in some way.

Pinga said:
I wonder if this software will also evolve. Though call centres are using it now, I could see it being used for individuals who have trouble understanding how they are presenting compared to their society, and how individuals are communicating to them.



I'm sure it will evolve. The question is in which way will it evolve. How does a program distinguish between excited and agitated? What does it do with folk who are anhedonic or generally have a flat affect to their verbal communication? I wonder if the software is designed to pick out certain phrases that might be common to call centre existence like "Why are you calling me at supper time?" or "Call me about aluminum siding again and I will commit an act of violence against your person!" kinds of things.

[quote+Pinga]As it evolves, it could be a way for folks to check themselves.[/QUOTE]

Possibly it might.
 
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