Analytics software now processes our verbal communication almost seamlessly but what if we can also interpret and process non-verbal cues that allow us to identify a subject’s moods and attitudes in real time?
Emolytics or Emotional Analytics holds great promise but also tough challenges for companies in the near future.
Shweta Mayekar identifies interesting start-ups forging new paths in emolytics for Analytics Insight:
Emotion AI is predicted to have a significant impact on customer relationship management (CRM). Getting to know your customer is a critical task on its own. And when your AI does it for you, it’s a win-win situation. Personalized services and ad campaigns can be executed with such analysis. Also, emotions drive loyalty. So, your machines understanding core emotions of your customers will only aid your services to them.
Sensing Feeling has deployed advanced IoT sensors in physical spaces that detect human emotions using advanced algorithms. Their mission is to make technology more human. Their product will enable organizations to improve customer experiences.
Lightwave & nViso are two start-ups pioneering in the field of Emolytics & Emotion AI and have focused on improving customer experiences, even using visual intelligence. Kanjoya is another start-up that has a slightly different focus – they focus on the company’s workforce & not customers. After all, employee satisfaction has been recognized to be of equal importance as compared to customer service management.
