In a shocking twist when it comes to the world of artificial intelligence, robots are now teaching humans how to be more humane.
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Humana Pharmacy created an AI algorithm for their call centers that instruct employees to be kinder and more empathetic to customers while on calls. The system was built by Cogito, an artificial intelligence firm, and gives a new spin on how we can use AI for good.
The program is designed to notify the call center employee if they are speaking too quickly, too loudly or softly or if they have remained quiet for a given amount of time. The AI looks for certain behaviors and patterns that would indicate unkind communication such as a raised voice, fast speaking, long silences and other indicators that could be tied to lack of empathy or frustration. The program’s intention is to have the agents better understand how to communicate more efficiently by analyzing vocal cues.
While the AI can detect certain cues, it nowhere near the point of comprehension of human emotions just the machine learning indicators it has been taught. CEO of Cogito, Joshua Feast, told USA Today that he views the system as more of a coach than a replacement for employees.
“I don’t think they (human customer agents) will be completely replaced,” Feast told USA Today. “Humans will always want to talk to other humans. The reason is that only other humans really understand us.”
This is not the first time AI has stepped into the world of humanity and compassion. Artificial intelligence scientist, Dr. Amit Ray introduced the concept of Deep Compassion algorithms and frameworks for compassion last year. He demonstrated how we can use machine learning algorithms to solve humanitarian needs such the need for compassionate care-giving, helping physically and mentally challenged people, reducing human pain and diseases, stopping nuclear warfare, preventing mass destruction weapons, tackling terrorism and stopping the exploitation of innocent citizens by monster governments through digital surveillance. He also addresses AI for precision medicine, new drug discovery, education, and the legal system.
Based on these algorithms, there is a lot of momentum in the development of these possibilities of compassionate AI and the potential to help “save the world” as some would say is thrilling. As artificial intelligence becomes more engrained in our lives and our careers, it will increasingly be more common to see these things be utilized to improve our jobs rather than take them.