Emotion AI’s Revolutionary Impact On Professional Communication

Beyond Words

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Communication is an important part of everyone’s professional day-to-day. Whether you’re an entrepreneur building a business, a manager overseeing customer service, a doctor interacting with patients, or a government worker reviewing intelligence data. Communication goes beyond sending emails or having a conversation, and those who are experts in their communication understand that reading the other person and responding to them in an appropriate tone is oftentimes more important than the words being exchanged. Emotional intelligence (EQ) and awareness is helpful here but oftentimes when we focus on EQ its in regards to our own emotions. What about someone else’s emotions and intentions?

That’s where companies like Behavioral Signals, the emotion cognitive AI provider which develops technology to analyze human behavior from voice-data, comes into play. EmotionAI technology assesses behavior, emotions, and even intent. This data is then used to enhance situational awareness, mediate conversations, and aid in decision-making.

“We’re analyzing a live audio or verbal interaction, focusing on the non-verbal cues, such as intonations, the pitch, and tonal variance, using specialized AI models with behavioral signal processing to extract signals in real-time,” said Rana Gujral, CEO of Behavioral Signals. “The signals that we extract are roughly in three buckets. First are emotions like anger, happiness, and sadness. Second are behaviors like engagement, empathy, and politeness. Third is a collection of advanced classifiers that track more advanced mental states, such as identifying someone’s level of satisfaction or experience and other things such as stress, distress, control, or even identifying someone’s potential intent to fraud or their level of trustworthiness. One has the ability to build a comprehensive cognitive model of a participant in live-time.”

Emotion cognitive AI has been successfully used in multiple industries and is expanding as both the technology progresses and industry leaders start to understand and trust its capabilities more and more.

Call Centers & Sales

Customer satisfaction is one of the biggest indicators of success when it comes to sales and call center services. Currently, around 30% of call center agents are remote, which means that they are also not receiving the same type of support that they would if they were alongside their managers and other staff. This is why call centers are heavily investing in AI-based solutions in order to increase both customer and employee satisfaction.

AI-Mediated Conversations (AI-MC) is one such solution that utilizes emotion AI and voice data by: 1) matching the customer with the best-suited agent to work with them and handle their particular issue, 2) continuous monitoring and measuring of key factors in voice to deduce their emotions and behaviors, in real-time during a call, with over 81% probability.

“Emotion AI enhances the quality and effectiveness of human interactions by matching compatible personalities and providing real-time feedback to operators, improving their communication skills, empathy, and crisis management capabilities,” said Gujral. “We all have specific behaviors and traits that help us get along with some people better than with others, these AI models use these cues to pair a client with a call center agent that matches their conversational bioprint, to ensure success for both sides.”

Banking & Finance

Financial institutions are also utilizing AI-Mediated conversations to elevate customer experience since customer satisfaction is becoming more of a decision-maker as additional banking options join the market, but also to enhance debt repayment. In a case study provided by Behavioral Signals, they partnered with the bank’s call center and applied their technology towards maximizing the effectiveness of the call center agents, which resulted in 7.6% fewer calls, because customers were matched with a complimentary agent and they were connected to the right party to deal with their issue. It also resulted in an actual increase of active revenue recovery/restructuring applications by 20.1% in total, approximately $7.5M USD of additional restructured debt for the Bank, and a potential $300M USD annual upside.

Intelligence & Defense

The landscape surrounding deeptech use and innovation in the intelligence and defense sector has been a continuous fast-paced evolution in the past decade. Just as industries such as health, finance, and construction are adopting and optimizing new technologies to their advantage, the defense sector is no exception. Similar to capabilities in banking or call centers, Emotion AI capabilities in the intelligence and defense sectors include extracting and analyzing data, recognizing patterns, and supporting surveillance and decision-making. The technology is helpful in these international communication situations as it’s able to build a cognitive AI and behavioral mental state model purely based on tone of voice analysis from all languages, all dialects, and all accents.

“Emotion AI is ushering in a profound transformation in the national defense sector, reshaping how we address critical challenges in national security,” noted Gujral. “AI’s role is to augment human decision-making capability and to some level even remove some of the blind spots or biases you might have as human beings. Where a human may fall short in their understanding of a situation due to an accent or their own stress levels, emotion AI can directly support them in the moment in order to lead to a safer and more successful outcome.”

Alternative Sectors

Healthcare, utilities, and other sectors are utilizing emotion AI in their day-to-day, but one area that Gujral notes is going to be very important in 2024 are press and social media platforms. “We’re already seeing it play out in some of the geopolitical issues going on in the world, but in the 2024 presidential election, we are going to be seeing a lot of DeepFakes. Media and social media platforms need to get ahead of these by implementing a technology that can help identify what’s real and what’s not.”

Emotions cognitive AI can distinguish between natural and synthetic voices, as well as detect voice variances in real-time speaking engagements, which helps with voice authentication in potential deep fake videos.

Emotion AI is here to help us all communicate better. Whether it’s in sales, customer service, HR, healthcare, or even on social media interacting with our neighbors, we can all benefit from stronger communication skills and utilizing the technology that can help set us up for success and, ultimately, happiness.

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