If you’ve ever worked in a customer service position, you might know how easy it is to decipher when a customer is upset with the goods and services that they’ve received.

Not everyone might be equally blatant in expressing their disregard, but you can generally tell how happy or upset someone is with the service based on their body language, tone, and what they’re saying to you.

Upset customers who have a complaint will generally let you know.

But what if they don’t?

What if those working for the company are incapable of effectively recognizing when someone is upset or not?

Some tech analysts have suggested that emotion-reading AI might offer the solution. And Snapchat is just one company that might be looking to utilize that technology to try and read people’s faces for business purposes.

Snapchat has already secured a patent for a system that is able to map people’s faces and understand their emotion during videoconferencing.

According to the patent document, it’s not always clear when a client is upset with their service that they’ve received and using this technology would help to determine whenever a client was disgruntled or irate.

Ideally, if that system noticed that someone in the video chat was upset, by deciphering their facial expressions etc, then they could signal for a supervisor or some higher authority to come in and join the conversation. This might help to improve their retention efforts.

Videoconferencing isn’t the only place that this technology has set its sights.

Various companies are already using AI software to help them determine when to hire and fire. According to the Wall Street Journal, employers are already using this technology to also find out when their employees are feeling confused, angry, or optimistic.

It’s estimated that at least 40 percent of global employers have already turned to AI technology to help them with some aspect of their business.

Machines are learning to recognize and read speech patterns, facial expressions, gestures, tone, and body language. A great deal of companies are also turning to use this sort of technology in order to assess the emotional effect of their advertisements. They read the facial images of the viewers as they are watching their newest commercial for their latest ad.

Researchers have also recently unveiled their success with the development of a robot, named Charles, that is able to understand human expression and mimic human feelings. They hope that they will be able to some day develop emotional robots that are able to think and feel like humans.

It's been suggest that we might see these robots come to market within the next decade.

As for whether or not the AI might be more effective at reading human emotions than humans? Well, researchers from Ohio recently sought to investigate that. The AI that they created was able to measure the red color in a person's face as a way to assess their emotions. The AI was required to make an assumption when given pictures of a facial expression and that assumption was made on color alone, yet the AI proved superior than humans in being able to correctly determine the emotions.

Pics:
Terminator via videobuster.de
pixabay
Short Circuit via giphy

Sources:
http://www.trustedreviews.com/news/snapchat-update-creepy-face-scanning-feature-3426686
http://www.dailymail.co.uk/sciencetech/article-5556221/New-AI-software-help-companies-hire-fire-employees-gauge-like-job.html
https://www.forbes.com/sites/bernardmarr/2017/12/15/the-next-frontier-of-artificial-intelligence-building-machines-that-read-your-emotions/#27750b30647a
http://theconversation.com/will-ai-ever-understand-human-emotions-70960
https://www.digitaltrends.com/social-media/snap-inc-latest-patents-3d-mapping-emotion-recognition/
https://www.technologyreview.com/s/609074/how-we-feel-about-robots-that-feel/
http://www.dailymail.co.uk/sciencetech/article-5543905/Charles-mind-reading-robot-mimic-human-emotions.html
https://www.outerplaces.com/science/item/18077-ohio-state-scientists-ai-better-human-beings-reading-emotions

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