Emotional Intelligence

New artificial intelligence technologies are learning and recognizing human emotions, and using that knowledge to improve everything from marketing campaigns to health care. These technologies are referred to as “emotion AI.” Emotion AI is a subset of artificial intelligence (the broad term for machines replicating the way humans think) that measures, understands, simulates, and reacts to human emotions. It’s also known as affective computing, or artificial emotional intelligence.

When Amelia is working with customers or coworkers, she may sense frustration, anger, or even sadness. In these moments, she’s able to calibrate her tone and phraseology in order to be considerate of how her counterpart is feeling. With this emotional intelligence, she can build closer connections and relationships between a company and their customers and employees.

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The Intelligent Contact Center

Companies have spent decades implementing Interactive Voice Response (IVR) systems in their call and customer care centers, but they've proven unable to keep up with customers' expectations.

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