I understand your frustration

Guy Feigenblat, Jonathan Herzig, David Konopnicki, Hen Shkedi, Michal Shmueli-Scheuer

Research output: Chapter in Book/Report/Conference proceedingConference contributionpeer-review

Abstract

The use of emotional intelligence in a conversation has a significant positive effect on customer satisfaction and can help resolve difficult conflicts. Many enterprises use virtual agents that automatically interact with customers across a variety of interaction channels. However, these agents have no emotional intelligence and cannot express themselves in an empathic manner. This demo demonstrates the use of emotional intelligence in a technical conversation with a customer. The agent is augmented with emotion sensing capabilities, which allow him to detect expressed emotions, and reply in an appropriate manner by expressing empathy, for example.

Original languageEnglish
Title of host publicationProceedings of the 19th ACM Conference on Computer Supported Cooperative Work and Social Computing Companion, CSCW 2016 Companion
PublisherAssociation for Computing Machinery
Pages25-28
Number of pages4
ISBN (Electronic)9781450339506
DOIs
StatePublished - 27 Feb 2016
Externally publishedYes
Event19th ACM Conference on Computer Supported Cooperative Work and Social Computing, CSCW 2016 - San Francisco, United States
Duration: 26 Feb 20162 Mar 2016

Publication series

NameProceedings of the ACM Conference on Computer Supported Cooperative Work, CSCW
Volume26-February-2016

Conference

Conference19th ACM Conference on Computer Supported Cooperative Work and Social Computing, CSCW 2016
Country/TerritoryUnited States
CitySan Francisco
Period26/02/162/03/16

Keywords

  • Affective computing
  • Conversation
  • Dialog
  • Emotions
  • Virtual agent

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