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copyright © 2010 by Alex Y L Har, All Rights Reserved 1

Affective CRM Systems

If only we can understand human beings

byALEX Y L HAR

http://sg.linkedin.com/in/alexhar

The future has a way of arriving unannounced- George F Wills

Machine EQ

http://sg.linkedin.com/in/alexhar

2copyright © 2010 by Alex Y L Har, All Rights Reserved

Morning Jane, Ouch! You’re

pressing me real hard… you want to tell me something?

I’m pissed with my boyfriend

You look real angry, cried the whole night huh? Try

Smiling may be it’ll help

What d’ ya knowYou’re just a

computerWoh! Only hoping you could cheer up

a little

Oh shuddup. Just pay me the money

Would We become a People that Converse with Machines?


Based on Current Technological Development and Research, the Answer is a resounding YES

• Affective Tangibles• Use of webcam to capture and

interpret facial expressions. (Affective interfaces Inc, was recently chosen as TechCrunch 50 finalist and is seeking funds to further develop their business and technology)

• Artificially Intelligent Datamining Tools coupled with powerful and high speed micro-processors

Technologies exist, though not fully integrated nor is the proof of value properly established


Research in Affective Computing

1. technology for sending affective information - displaying or otherwise portraying an affective state, or mediating the expression or communication of emotion, e.g., modulate graphics, pitch, font, word choice, or physical movements of the technology to indicate an affective quality. (Pressure mouse, Posture Chairs, Wearable computers, mobiles phones that send emotion signals).

2. technology for receiving and interpreting affective information - sensing, recognizing, modeling and predicting emotional and affective states, e.g., the customer looks and sounds angry now and if I say this, it might make the customer angrier


Wearable , swalloable computing sensors and transmitters

Emotions give rise to changes that can be sensed FaceDistance VoiceSensing: Posture Gestures, movement, behavior

Skin conductivity Pupillary dilationUp-close Respiration, heart rate, pulseSensing: Temperature Blood pressure

Affective CarpetThe "Affective Carpet" is a soft, deformable surface made of cloth and foam, which detects continuous pressure with excellent sensitivity and resolution. It is being used as an interface for projects in affective expression, including as a controller to measure a musical performer's direction and intensity in leaning and weight-shifting patterns.

Would we in time be wearing multiple devices,have some in our stomachs or otherwise implanted


About Sensors• Carnegie Mellon undergraduates have developed the

EyeTable, which is described as “an artificially intelligent dinner table that reads physical gestures and speech patterns and lets the participants know how the date is going—in real time.

• HELIUM 3D is a revolutionary interactive 3DTV system is being created by De Montfort University Leicester (DMU), which could be the next step for Microsoft’s Project Natal. – Allow gamers use their bodies to control the action without the

need for a controller. – Allow viewers who are watching the same television to each

view a different channel at the same time and could even let them choose different viewing positions within the image.

• http://www.chatbots.org/conversational/technology/sensors/

http://www.chatbots.org/conversational/technology/sensors/

http://www.chatbots.org/conversational/technology/sensors/


MIT Media Lab’s Research in Affective Computing

3. methods for computers to respond intelligently and respectfully to handle perceived affective information, e.g., the strategy of acting subdued around a person who is upset;


About ELIZA

• ELIZA is a computer program and an early example (by modern standards) of primitive natural language processing. ELIZA operated by processing users' responses to scripts, the most famous of which was DOCTOR, a simulation of a Rogerian psychotherapist. Using almost no information about human thought or emotion, DOCTOR sometimes provided a startlingly human-like interaction. ELIZA was written at MIT by Joseph Weizenbaum between 1964 to 1966.

• Named after Eliza Doolittle of MY Fair Lady.


George and Joan• http://www.jabberwacky.com/george• A natural language chatbot supported

by a powerful AI data mine of more than 20 million conversations.

• Testing its applications as a intelligent helpdesk and call center agent, language teacher, translator

• My Project: To create the script and to teach them customer service language

George

Joan

http://www.jabberwacky.com/george


MIT Media Lab’s Research in Affective Computing

4. computational mechanisms that synthesize or simulate internal emotions, as if the machine had its own emotions, e.g., implementing regulatory and biasing functions of emotion, such as shifting a strategy when in a state akin to being "frustrated" or choosing a breadth-first search when in a state akin to being in a "good mood;” Example: Hasbro/iRobot toy doll My Real Baby evaluates inputs and causes the doll’s facial expressions and vocalizations to change, making the doll appear to have emotions. Thus, we say an internal emotion model synthesizes emotion, that is it creates an internal state that is capable of triggering the outward appearance of having an emotion


5. social, ethical, and philosophical issues related to the development and deployment of affective computing technologies, e.g., how should emotional data be treated, say compared to medical or personal preference data, and when (if ever) can one accurately say that a technology has feelings?


A Personal Viewpoint

• I believe that advances in affective computing will give hope to many who are stress, sick or disadvantaged

• I am not as positive about its ECOLOGY in CRM.

While computers have been built to have

mechanisms inspired by biological functions of emotion, these mechanisms, to date, remain different from giving a computer feelings in the same sense a person experiences. When (if ever) can one accurately say that a robot or a piece of software has feelings, in the same sense that we talk about human feelings?

These children , suffering from muscular dystrophy were full of joy being able to play Football using a simple technology like motorized wheelchairs.

How much More Joy there would have if they can regain their muscular control


A Tip of the Iceberg

• A Brain Computer interface (BCI), sometimes called a direct neural interface or a brain-machine interface, is a direct communication pathway between a brain and an external device

• Human Computer interaction (HCI) is the study of interaction between people (users) and computers. It is often regarded as the intersection of computer science, behavioral sciences, design and several other fields of study

• Artificial Intelligence (AI) is the area of computer science focusing on creating machines that can engage on behaviors that humans consider intelligent. The ability to create intelligent machines has intrigued humans since ancient times, and today with the advent of the computer and 50 years of research into AI programming techniques, the dream of smart machines is becoming a reality


A Tip of the Iceberg• Machine consciousness refers to attempts by those who design

and analyse informational machines to apply their methods to various ways of understanding consciousness and to examine the possible role of consciousness in informational machines.

• “Sentiment analysis or opinion mining” refers to a broad (definitionally challenged) area of natural language processing, computational linguistics and text mining. Generally speaking, it aims to determine the attitude of a speaker or a writer with respect to some topic. The attitude may be their judgment or evaluation (see appraisal theory), their affective state (that is to say, the emotional state of the author when writing) or the intended emotional communication (that is to say, the emotional effect the author wishes to have on the reader).


Bibliography• http://www.scholarpedia.org/article/Affective_computing• http://affect.media.mit.edu/• http://en.wikipedia.org/wiki/Rosalind_Picard• http://en.wikipedia.org/wiki/Sentiment_analysis• http://www.holographicuniversity.com/nlpguide.php• http://www.itri.brighton.ac.uk/~Michel.Genereux/• http://eng.anarchopedia.org/artificial_intelligence• http://humanscience.wikia.com/wiki/Artificial_Intelligence• http://chatbots.org/• http://www.turing.org.uk/turing/scrapbook/test.html • http://www.loebner.net/Prizef/loebner-prize.html • http://meteo.macc.unican.es/en/research/datamining?sort=desc&order=Year • http://www.neuralnetworkingtrends.com/

http://www.scholarpedia.org/article/Affective_computing

http://affect.media.mit.edu/

http://en.wikipedia.org/wiki/Rosalind_Picard

http://en.wikipedia.org/wiki/Sentiment_analysis

http://www.holographicuniversity.com/nlpguide.php

http://www.itri.brighton.ac.uk/~Michel.Genereux/

http://eng.anarchopedia.org/artificial_intelligence

http://humanscience.wikia.com/wiki/Artificial_Intelligence

http://chatbots.org/

http://www.turing.org.uk/turing/scrapbook/test.html

http://www.loebner.net/Prizef/loebner-prize.html

http://meteo.macc.unican.es/en/research/datamining?sort=desc&order=Year

http://www.neuralnetworkingtrends.com/


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