Affective computing short -external

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Affective Computing by Michal Shmueli-Scheuer, PhD, IBM Haifa Research Lab presented on Cognitive Systems Institute Group Speaker Series call 28 May 2015.

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Affective computing short -external

  1. 1. © 2015 IBM Corporation Affective Computing Michal Shmueli-Scheuer, David Konopnicki – IBM Research, Haifa Research Lab May 28, 2015
  2. 2. © 2013 IBM Corporation The ABC that makes up a Human Being 2 Affect (feel) Behavior (act) Cognition (think)
  3. 3. What is Affective Computing Affective computing is the study and development of systems and devices that can recognize, interpret, process, and simulate human affects (Wikipedia) 3
  4. 4. A Computer that has EQ • monitors (one's own?) and other people's emotions • uses emotional information to guide thinking and behavior 4 Crowd Sensing Better Selling Product Test Affective CRM
  5. 5. Emotions can be measured
  6. 6. Some Scenarios
  7. 7. - “we had an accident. Please come fast.” Sensing the stress in his voice, the computer replied with a calm, soothing voice - “Sir, please calm down, we are on our way” and dispatched emergency forces to the scene
  8. 8. Real-time emotion sensing from voice Affect-aware Persona adaptation Affect-aware Customized response - “we had an accident. Please come fast.” Sensing the stress in his voice, the computer replied with a calm, soothing voice - “Sir, please calm down, we are on our way” and dispatched emergency forces to the scene
  9. 9. - “… those refrigerators have been been voted ‘Best Design’ of 2014” said the computer The customer frowned. “… and they are environmentally friendly”…
  10. 10. Real-time emotion sensing from video Affect-aware Dynamic Argument adaptation - “… those refrigerators have been been voted ‘Best Design’ of 2014” said the computer The customer frowned. “… and they are environmentally friendly”…
  11. 11. Scenarios Emotions in CRM Conversational agents Social Media Analytics Emotions in Organizations Emotions in Email, IM Media and Entertainment: focus groups Retail: store behavior Digital analytics Consumer Products: market research, focus groups Automotive: mood recognition Education: attention management Healthcare Deception prevention
  12. 12. © 2013 IBM Corporation© 2015 IBM Corporation Key roles of Affective Computing  Making cognitive agents convincing – Monitoring users’ emotions and being adaptive to them – Conveying affect in the communication interfaces  Helping users become aware of their own emotions or emotions of others – Supporting better decision making  Making cognitive agents easier to understand and follow through regulation of the information flow – Adapting the flow to the user’s attention level and emotional state. 12
  13. 13. © 2013 IBM Corporation© 2015 IBM Corporation Analysis Process Extraction •Raw emotion recognizers from text, speech, face/body & sensors Interpretation •In-context emotional state modeling Analysis •Use of user models in predictive and prescriptive scenarios Ouput •Expressive Communication with humans 13 Text Speech Video Wearable Predictive Prescriptive Expressive Speech Avatars Application Context Modifications Expressive Text Fusion Primary Secondary and Social Context User Model
  14. 14. © 2013 IBM Corporation© 2015 IBM Corporation What we work on 14 Virtual Agents with Emotional Intelligence • Develop virtual agents that have emotional intelligence. • Improve customer satisfaction during a conversation by communicating in an empathetic manner. Personal Emotion Measurement in Mobile using Video • Large-scale measurement of emotional response to content presentation and content optimization Emotion Speller For Email • Personal assistant for managing emotions in incoming and outgoing email Analysis of Emotional Text in Enterprise • Sociological analysis of emotions expressed in enterprise social text in order to evaluate mood and etiquette
  15. 15. © 2013 IBM Corporation© 2015 IBM Corporation Emotions in email  In-coming email
  16. 16. © 2013 IBM Corporation© 2015 IBM Corporation Emotions in email  Out-going email
  17. 17. © 2013 IBM Corporation17  Modern workplaces involve a lot of emotions  Emotions play an integral role in employee motivation, personal commitment and social interactions at work  On the other hand, emotional labor inhibits workers from expressing authentic emotions  Potential to improve the effectiveness and overall health of large organizations  Large scale organizational data and analyzes multiple data sources with six Ekman’s emotions  Demographics & temporal effects  Deep analytics: – analyzed the evolution of users’ emotion along time and their characteristics – groups analysis – effect of external events on the happiness of employees Contributions Emotions in internal social network communications
  18. 18. © 2013 IBM Corporation© 2015 IBM Corporation Emotions in internal social network communications Time of day: Happy and Surprised 0.33 0.35 0.37 0.39 0.41 0.43 0.45 0.47 0.49 0.51 0.53 Jan-12M ar-12M ay-12 Jul-12 Sep-12Nov-12 Jan-13M ar-13M ay-13 Jul-13 Sep-13Nov-13 Jan-14M ar-14M ay-14 Jul-14 Averageemotionintensity 175 180 185 190 195 200 205 210 Averagestockvalue Happiness Stock 0.09 0.095 0.1 0.105 0.11 0.115 0.12 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 Hapiness 0.29 0.295 0.3 0.305 0.31 0.315 0.32 0.325 0.33 0.335 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 Emotion display rules
  19. 19. © 2013 IBM Corporation Cognitive Virtual Agents  Many enterprises use self-service agents that automatically deliver answer to customers’ queries across a variety of interaction channels.  These agents have no emotional intelligence:  They can’t sense emotions  They can’t express themselves in an emotional manner (e.g. express empathy)
  20. 20. © 2013 IBM Corporation© 2015 IBM Corporation Personal Emotion Measurement in Mobile using Video Demographics and psychology questionnaire Content Presentation and User Capture User Emotion Analysis Reporting Content optimization
  21. 21. © 2013 IBM Corporation© 2015 IBM Corporation Thank You! 21

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