Emotion AI is considered transformational as it turns human behavioral attributes into data that will have a large impact on human-machine interface (HMI). Machines will become more “humanized” as they can detect sentiments in many different contexts. Furthermore, applying deep learning to computer vision or audio-based systems to analyze emotions in real time has spawned new use cases for customer experience enhancements, employee wellness and many other areas.

Contact centers use voice analysis and natural language processing (NLP)-based algorithms to detect emotions in voice conversations, in personal chat conversations and chatbots. Computer vision (CV) based emotion AI has already been used for more than a decade in market research with neuromarketing platforms that test users’ reactions toward products. In addition, we see the technology expanding to other verticals, such as medical research, healthcare (diagnostic) and retail (customer experience).