SenSay is a new artificial intelligence (AI) that comes from the great minds who made Siri, the smart assistant known for living inside iOS devices. So what is this new AI all about? Think about this – have you ever tried to ask Siri the most basic of questions, and the only response you get is a complaint that it doesn’t understand what you just said? With the new AI, it will detect whenever a user is angry or confused.
SenSay Analytics Detects Whether the User is Angry or Confused
SenSay has been developed by a team and it acts like a customer service system. William Mark, leader of SRI International’s information and computing science division, told the following to MIT Technology Review: “[Humans] change our behavior in reaction to how whoever we are talking to is feeling or what we think they’re thinking. We want systems to be able to do the same thing.” SRI International is the laboratory that also gave birth to Apple’s smart assistant.
So how does this new AI work? Take a voice-activated pharmaceutical assistant as an example; when a caller slows down their speech in order to answer some questions, the behavior indicates that they are unsure as to what was being asked of them. Therefore, this new smart assistant would be able to try and change its approach, and perhaps explain what it is trying to mean in a different context. This kind of performance comes naturally when speaking to human customer representatives. But when we’re talking about artificial intelligence, however, that’s a different story.
This new system does support a number of audio cues, and it is also able to work over the phone, through text, or in person. There are even hints such as how users change their gaze while trying to ask their inquiries, and these will be picked up by SenSay Analytics and it will have a clue as to what the customer is feeling at the moment.
The creation of SenSay is a huge breakthrough for SRI International, primarily because they have focused on other projects after they have spun off Siri to a separate business entity called Siri Inc back in the year 2007. Once Apple had officially bought Siri Inc back in 2010, as it adds product functionality support for the iPhone 4S, the brilliant minds that are found within the walls of SRI International have since moved on to other artificial intelligence projects.
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