How technology can boost our emotional intelligence.
When was the last time you spent hours deep in conversation with someone, one-on-one? Was it over the phone, in a coffee shop or at dinner? How many of these quality conversations have you had recently?
Conversations matter beyond day-to-day family life and friendships – they are crucial in the workplace. Whether it’s a conversation between colleagues, between the customer and vendor or between neighbors, our ability to listen and respond is strongly tied to our success in the workplace.
Is conversation quality dipping?
For better or for worse, most of our communication today takes place as small moments between the activities of the day. Some of these moments happen via email, others through texting, others by asking Siri or Alexa to communicate for you – all of which rarely involve hearing another person’s voice or seeing their reactions.
These conversations can often feel shallow because without additional conversational cues that share insight into a person’s state of mind when speaking, it can be hard to read the person and fully understand the meaning behind their words.
We lose the opportunity to connect and, in some cases, to develop empathetic relationships. In other words, we miss out on that satisfying feeling of a good conversation – one in which both parties feel understood and like they could put themselves in the other person’s shoes.
Most conversation is nonverbal
“A growing number of jobs will require collaboration and engagement between customers and vendors.”
Customer service jobs, for example, require difficult and often emotional conversations. They’re also the fastest growing workforce in the U.S. economy, with research suggesting it will increase by 25 to 36 percent over the next 10 years.
Conversations often have incredibly high stakes. Imagine, for instance, the last conversation in a job interview. A candidate is invited to meet with high-level executives and arrives fully prepared with knowledge about the company, competitors and its business challenges.
They give relevant factual answers, but there is still something off about the flow of the conversation and the candidate’s ability to connect with the interviewer. It’s hard to pinpoint exactly what happened. They don’t get the job.
We’ve all felt that sense of discomfort when a conversation is going poorly, and there is pressure to figure out how to save the conversation. That missing factor – the seemingly intangible rapport and sense of ease – is often influenced by the nonverbal elements of the conversation.
In fact, more than 80 percent of dialogue is actually communicated via nonverbal impressions. Not noticing or responding to these cues can cost you the job. For professions that rely on communication, the inability to effectively communicate could cost you a career entirely.
To help us better understand those nonverbal cues and how other humans are feeling, technology companies are seeking ways to leverage AI to augment both automatic technology and people-to-people services. For both automatic programs and for customer service professionals, the goal is to convey an organization that can anticipate and respond empathetically to customer concerns.
“Within the next few years, we will start to see technologies become more aware of our state of mind.”
Interactions with technology will become more personalized, relevant, authentic and interactive, becoming the norm – much like how we consider touch interfaces and speech recognition today.
AI conversations in healthcare
Take, for instance, the use of AI in the healthcare industry. Customers often deal with sensitive and sometimes emotional issues.
Customer service agents can field upward of fifty phone calls a day. By the last few calls, they might be less attuned to the emotional state of the customer on the other end of the line, missing key signs of concern, frustration and annoyance.
AI-based technology rooted in behavioral science can now alert the customer service agent not only to their own emotional state but also to the customer’s emotional state. This valuable insight ultimately leads to more productive conversations and outcomes, optimizing the communication between two strangers and converting the encounter into one where a personal connection is built.
Innovations in machine learning such as the use of sentiment analysis in precision nudging are specifically focused on empathy – and helping us retrain our brains to identify moments for empathy.
Some of the largest organizations in the world such as Google and Amazon are building these services into consumer-facing technology. Others like Johnson & Johnson are simply upgrading traditional approaches to internal programs such as employee training.
This approach of displaying conversational empathy via machine or person-to-person is extremely impactful in our day-to-day life – but even more so in our economy.
Tech finds its emotion
The development of mobile health solutions represents a big advancement in emotional AI. Academics and researchers have determined that by computing large amounts of personal and individualized data they can better recognize symptoms of depression and advance care more readily.
“Emotional AI has applications in nearly every industry imaginable.”
Imagine a student with a learning disability who is unable to properly communicate they are struggling. With intelligent learning systems, that student could be provided a personalized learning experience that understands and adapts to their learning needs.
Evolving the human-machine conversation
While the industry isn’t there yet in terms of human and machine interacting at the level of human to human, many companies are making strides toward that goal.
Using artificial intelligence, new technology can help users modify their behaviors – speeding up when necessary, filling moments of silence and projecting more energy. The result is conversations that are well-paced, delivering messages from a confident, thoughtful and active listener.
The nudge from technology to help us better understand how to communicate with others will have a large impression on companies, societies and economies.
Ultimately, with AI so ingrained in our daily lives and at work, the impact is exponential and global, making us all better versions of ourselves.
This article first appeared on BRINK and was republished with permission.
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