| |9 DECEMBER 2018HIGHERReviewToday, the manner in which we connect has given way to anonymi-ty allowing people to say whatever they like, whenever they want, no matter how brute and cruel it may sound. Obvious outcomes are troll-ing, bullying, scams and what not. The reaction of people towards such news and messages is what vexes the very fabric of communication. Neg-ative headlines do garner a lot of at-tention across a social media feed. So, can AI do something to alter the game altogether? It surely can, and it is entirely up to it.The Gateway to an Ideal WorldSocial media platforms like Sen-sai is bent on making a difference helping customers find positive ways to communicate and share such insights to eradicate negative influence at large. Such concepts can be looked upon as inspiration for future processes to be built on. It does call for processing and deci-phering mammoth amount of data, albeit, but isn't that something AI was designed to handle. But, trust me, the fight doesn't end here. We need to understand the trigger for AI. Once we successfully do that, we can use AI to suggest a more em-pathetic usage of images and words in culmination. To defy the challenges faced by AI adapting empathy, the problem one needs to solve is emotional rec-ognition. Now, that's much easier than solving emotional empathy as it involves dealing with a lot of data that is labeled for use. As such, sys-tems based on machine learning can work to recognize common patterns which occur with a set of emotions. These patterns can be gleaned right from the speech with voice infla-tion, usage of words and taking into consideration the body expressions. Similar to humans, a machine with a large number of sensory inputs can interpret emotion quite accurately. These days, a famous national bank is found piloting a concept of smart ATM which employs digi-tal assistant reading expressions of customers. As it reads, it works to-wards adapting its interaction mode accordingly. We got entertainment businesses working to monitor the-ater audiences and their emotional reactions to the style of directing, acting, music and CGI to enhance their future offering. Speak of an anonymous community; we have a support group in function by the name of Koko Bot across 150 na-tions. Koko is a chatbot driven by AI and is capable of rendering support to people looking for genuine advice to combat issues of depression, anx-iety and stress.There is no denying the fact that AI alone can enhance the very qual-ity of interaction between humans and machines. However, it will re-sort to different forms and shapes over time with an aim to grow more sophisticated and thus achieve accu-racy gradually. Alternately, Artifi-cial Empathy (AE) does raise con-cern about machines being capable enough to witness and comprehend emotions, which is, ofcourse, a top-ic for debate any given day. It wouldn't be unfair to state, harping on the present day, that AE and emotional intelligence are both indispensable for all-round develop-ment and success of AI. Mohan KrishnarajAn advocate for user-centric design with over two decades of experience in the industry, Mohan has a proven track record of enabling UX-led business transformations for blue chip companies including Capital One, US Bank, Walmart, Tesco, GE, Airbus and Sony. He is currently the Vice President and Global Head of User Experience at HARMAN. In that capacity, Mohan's team was named "Agency of The Year ­ Design and Technology," ranked a leader in Experience Engineering by analysts, and won several other accolades by building a USP with a blend of design and technology. With his learning from leading universities like Harvard, he is continuously seeking opportunities to bring strategy & innovation best practices to businesses, services and organization structures globally. He has mobilized teams across domains and geographies, integrating data, design and engineering to deliver seamless customer experiences.
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