Emotion AI tools use artificial intelligence to “read” emotions based on audio and visual cues. When technologies compute feelings using information from the lilt of your voice or your expression to your words, they are attempting to better understand your state of being. These machines collect data based on inflection, tone, word choice and many other systems and analyze them to recognize patterns in behavior and choices.
Whether interpreting voice analytics or using facial expression analysis, emotion AI understands stress, anger, happiness and joy and can offer a deeper level of understanding in CX applications. It can strengthen customer relationships, engagement and brand loyalty. With emotion AI, enterprises can predict customer reactions and improve outcomes, including higher sales conversion and First Call Resolution (FCR) rates and better customer satisfaction (CSAT) and Net Promoter Scores (NPS).