https://play.google.com/store/apps/details?id=com.imascono.howareyoufeeling&hl=nl
Ximena Marin Caicedo, CMO VoiceFeeling
Today, during the www.unconf.co event, I had the chance to share, in a 5 mins Ted
Talk like presentation, my recent learnings, experience and perceptions with “Augmented
Intelligence (AI)”. It was a very positive experience to meet with people around the world,
interested in using their talent towards the greater good!
Here are the key points of my talk:
- AI potentiates the human talent
- For me, guaranteeing a high quality in human relationships has been central, both in
personal, familiar and professional scenes. The most important moments in my
career and my life, are full of details including connection, collaboration, teaching,
learning, laughing and also getting sad, angry and stressed of course. Maybe that
helped me to fine tune my ears and eyes to capture what is happening when I’m
having a F2F, virtual video conf or a phone call. A year ago, I jumped to the
adventure to become a consultant in sustainability and entrepreneur in emotions
based technology. After 20 yrs in the corporate world has been very interesting to
evidence the advantages of skills like empathy, active listening and openness to
learn and the risks of behaviors that go against others.
Many authors agree on that AI has an assistive role to help to build meaningful
experiences through empathy, connection, emotion and inclusion. This is the
winning formula, particularly at these times of remote work we are facing. Just
remember your last conversation with a friend, relative, a customer and you may
identify that talking with someone or something (i.e. virtual assistants) is an emotional
experience.
Wait a minute… how a conversation with a sales agent that calls you without your
permission and start talking about something that you are not interested in, when you
are in an important meeting or cooking, or simply relaxing can be an emotional
experience? Think again…. I have tested the reactions to our VoiceFeeling pitch,
particularly in the part that we emulate that call, or when we mention the service line
at your bank or telco, and people can´t stop their eyes rolling. It is interesting how
contact service and other industries have been successful to transform service
agents, sellers, collecting agents, etc in robots, with a plain script, plain voice, plain
response.
The good news is that there are solutions. Companies are reacting, are waking up
and working towards a better Ex and Cx and there are plenty of tools enhanced by
technology that can revert this situation and position again the human as a value
provider. Technology can help us to recover our humanship, instead of doing boring
tasks that robots can certainly do better.
- AI can make things easier for us
Definitely this is the information era. Never before we have such a humongous size
of information, unstructured and unconnected data at our fingertips. This opens a
huge opportunity to analyse it and get benefit of knowing about our customers. But
there is a reality: even if you have outstanding skills to capture, organize and analyse
this info, “robots” can make it better. you can use technology to take care of a
complex issue like data mining, and make it simpler and accessible to a talented
team that takes care of making decisions based on that. It is important though, to
recognize that the instruction and training that is given to the machine, to have the
“logic” in the organizing process highly depends on the human talent, on how we
approach the problem, how we understand the business questions to define the
business problem.
The great part about making things simpler is the applicability in high value markets
and big problems, particularly now when we are forced to change our way of doing
things. It is a matter on focusing on the impact and quality that can be attained.
Remote education for students at all ages and cultures, Health attention and disease
detection, Remote working, food safety, supply guaranty through the VAC, etc. are
good examples.
- Large companies are investing on emotion based
technology
As I mentioned above I’m heartily attracted to sustainability and emotional
intelligence. For me it is great that in both spaces, as different as they are, some
similar dynamics are having place. From large corporations to small businesses, the
search for maximizing the return over the investment is a measure of growth and
survival. Regarding the technology part, it is exciting that companies like Amazon,
Google, Facebook, Spotify, Apple to name some, are investing on developments
towards emotion recognition.
It seems that a “soft” topic like emotion recognition and handling is finally capturing
the attention of the trend setters, by inspiring developers, data scientists, philologists,
industrial engineers, like me, business administrators like my partner and CEO of
VoiceFeeling Clara Cardona, among others, to pursue the dream of helping the
human to go back to the basics, to be aware of their own and others emotions and
finally… to thrive!
