Artificial Intelligence is revolutionizing many industries. The focus up to this point has been on how to leverage the seemingly unbounded "intellectual intelligence" that A.I. brings to the party. It makes sense. We're in the early evolution of the technology, and that's where it's starting out.
As I've written before, there are different forms of intelligence beyond the intellect that are important for the success of leaders, teams, and organizations in today's disruptive world, like emotional intelligence and experiential intelligence. A big question remains as to whether A.I. can encompass these intelligences as well, and what the implications are for business and society if indeed they can.
Most people today view A.I. as a problem-solving tool. A.I. helps us brainstorm, write software code, and create business plans. Yet as our understanding of A.I. evolves, I predict the conversation will take a radical shift toward even more significant ethical concerns, as well as innovation opportunities.
A.I.'s "emotional awareness" will create a new A.I. Big Bang
Artificial intelligence burst onto the scene almost overnight with the introduction of ChatGPT. And we're about to see another big bang disruption of a similar kind.
We've long known that emotions are a cornerstone of human existence. They play a pivotal role in our survival, relationships, decision-making, leadership styles, and overall quality of life. We now recognize that emotional intelligence -- the ability to recognize, understand, and manage our emotions and those of others -- is an essential ability. Leaders with high emotional intelligence, for example, tend to build better teams, foster deeper trust, and drive greater business performance.
So, will emotions remain exclusively in the sphere of human experience, or will machines gain capabilities similar to emotional intelligence? Research from the Affective Computing group at MIT's Media Lab and startups like kore.ai who are building "conversational A.I. platforms" strongly suggest we're about to see A.I. become "emotionally aware."
Affective Computing is an area of A.I. research and technology development that zeroes in on human emotions. Affective Computing as a field strives to develop systems capable of recognizing, interpreting, and simulating human emotions. Through sensors, software, and vast amounts of data, these systems are trained to detect subtle facial expressions, voice modulations, physiological signals, and more, cataloging and linking all of these to a spectrum of emotions.
The next-gen intelligent workplace where A.I. reads between the lines
Imagine a workplace where virtual assistants not only understand task-related commands but also gauge the mood of employees to report back on people's level of engagement and state of the company's culture. Or a world in which salespeople pitching a new customer through a videoconference can see hidden real-time feedback about the emotional state of the prospect, and adjust their pitch to be more persuasive.
This world is imminent.
On the positive side, by understanding the emotional state of employees, organizations can foster a more supportive and productive environment. Detecting stress or dissatisfaction early can help address issues before they escalate. Examples of workplace applications we may see in the future include:
- Mood Metrics: Continuous mood-assessment tools that not only offer real-time feedback but also shape organizational strategies.
- Empathetic Virtual Companions: Chatbots that don't just respond but feel and adapt, enhancing human-A.I. interactions.
- Customer Emotion Trackers: Innovations that provide companies deeper insights by gauging real emotional reactions to their offerings.
- Emotionally Intelligent Training: Simulations that arm professionals with the art of emotional agility.
A future both exciting and daunting
While the potential of emotionally aware A.I. is undeniably vast, it also brings forth significant concerns. The continuous monitoring of emotions may feel invasive, leading to ethical dilemmas. There's also the risk of misinterpreting emotional cues. False positives or negatives could lead to inappropriate or counterproductive responses and even interventions, escalating sensitive situations.
The burgeoning field and technologies supporting affective computing signal a future where A.I. tools might not just grasp our words but our emotions as well. Yet, it's imperative for business leaders, innovators, and policymakers to approach this evolving domain with prudence. Ensuring that emotional A.I. serves humanity, respects our rights, and augments our experiences, versus detracting from them, should remain the guiding principle as we forge ahead into this emotionally intelligent future.
BY SOREN KAPLAN, AUTHOR, "EXPERIENTIAL INTELLIGENCE"@SORENKAPLAN
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