Amir Liberman, CEO, Nemesysco talks about the role that AI and Machine Learning play in improving Emotion Intelligence to understand non-verbal signals
1. Can you please describe Emotion Intelligence and explain why it is important today?
Our understanding of Emotion Intelligence is the ability to understand the current emotional experience of another person and to be able to dynamically tune our reactions to this person based on this understanding.
As humans, we express ourselves with loads of nonverbal signals as part of our communication with others. Understanding these nonverbal cues is essential for understanding the real intentions and current emotional state of a person.
As an example, think about a how a young child asking his mother, who is sick, how she feels. Naturally, the mother will likely say that she feels alright. However, the physical reactions of her body and her facial expressions tell a much different story. A child that is emotionally in tune with his mother will understand that she is really not feeling well despite what she actually said. On the other hand, a child that lacks emotional intelligence will assume that his mother is okay since she verbally expressed that she feels fine.
Since a lot of our work is currently done remotely and our communication channels have been reduced, our use of nonverbal cues in our communication is limited to intonations and deep sensing abilities.
2. How does Emotion Intelligence compare to other existing technological approaches currently in use?
SENTIMENT ANALYSIS CAN PROBABLY BE CONSIDERED ONE OF THE MORE COMMONLY USED TECHNOLOGIES, ESPECIALLY IN CALL CENTERS, TO TRY TO UNDERSTAND INSIGHTS ABOUT CUSTOMERS.
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