Machine EQ

Affective CRM Systems

If only we can understand
human beings

by
ALEX Y L HAR

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

The future has a way of arriving unannounced

- George F Wills

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

 What d’ ya know YouMorning
look realJane,
angry,
I’m
Oh pissed
shuddup.
withJust
my
You’re just a Woh!
cried
Ouch!
Only
theYou’re
whole
hoping
pay meboyfriend
the money
computer you could
pressing
night cheer
huh?
me Tryup
real
Smilingayou
hard… littlewant
may be it’ll
to
tell me help
something?

Would We become a People that Converse with Machines?

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

 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)
Technologies exist,
• Artificially Intelligent Datamining Tools though not fully
coupled with powerful and high speed integrated nor is the
proof of value
micro-processors properly established

copyright © 2010 by Alex Y L Har, All Rights Reserved 3

 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

copyright © 2010 by Alex Y L Har, All Rights Reserved 4

 Wearable , swalloable computing
sensors and transmitters
Emotions give rise to changes that can be sensed

Face
Distance Voice
Sensing: Posture Affective Carpet
Gestures, movement, behavior The "Affective Carpet" is a soft,
deformable surface made of cloth
Skin conductivity and foam, which detects
Pupillary dilation continuous pressure with
Up-close Respiration, heart rate, pulse excellent sensitivity and
Sensing: Temperature resolution. It is being used as an
Blood pressure interface for projects in affective
expression, including as a
controller to measure a musical
Would we in time be wearing multiple devices,
performer's direction and
have some in our stomachs or otherwise
intensity in leaning and weight-
implanted
shifting patterns.
copyright © 2010 by Alex Y L Har, All Rights Reserved 5
 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/te
chnology/sensors/

copyright © 2010 by Alex Y L Har, All Rights Reserved 6

 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;

copyright © 2010 by Alex Y L Har, All Rights Reserved 7

 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.

copyright © 2010 by Alex Y L Har, All Rights Reserved 8

 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.
George
• 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
Joan

copyright © 2010 by Alex Y L Har, All Rights Reserved 9

 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

copyright © 2010 by Alex Y L Har, All Rights Reserved 10

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?

copyright © 2010 by Alex Y L Har, All Rights Reserved 11

 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 These children , suffering
functions of emotion, these mechanisms, from muscular dystrophy
to date, remain different from giving a were full of joy being able to
computer feelings in the same sense a play Football using a simple
technology like motorized
person experiences. When (if ever) can wheelchairs.
one accurately say that a robot or a piece
of software has feelings, in the same sense How much More Joy there
that we talk about human feelings? would have if they can regain
their muscular control

copyright © 2010 by Alex Y L Har, All Rights Reserved 12

 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

copyright © 2010 by Alex Y L Har, All Rights Reserved 13

 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).

copyright © 2010 by Alex Y L Har, All Rights Reserved 14

 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/

copyright © 2010 by Alex Y L Har, All Rights Reserved 15

 About Edward Whistler

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copyright © 2010 by Alex Y L Har, All Rights Reserved 16