Companies are understanding everyday more the importance of responding to the feelings of their customers, particularly when those feelings are strongly felt. At the same time the IT industry has developed and created new software able to respond to human emotions.
An emotion recognising call centre software for example is able to recognize and analyse the customer behaviour through his/her voice, so if the conversation exhibits heightened human emotion the phone call can be marked for a supervisor to oversee or to examine after the fact.
Now banks and hedge funds can use overall sentiment analysis of financial news measuring the emotional temperature of text.
We already know that in future the number of ‘sentimental software’ and the number of fields where can be used will grow more and more, but I just hope that we will not move to a future were the software has the ultimate decision-making power!
Here is a link to a CIO magazine article that says something more about these new computer software applications.
According to CIO: “The intent isn’t to create an empathic artificial intelligence that experiences emotion. In these applications, the software analyses human behaviour and helps humans to make better decisions.”
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