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Report 10 Feb 2025

Expert View: Emotion AI and Affective Computing

The rapid evolution of AI has opened new possibilities for organisations’ engagement with customers. Among these advancements, Emotion AI (EAI) and affective computing stand out to PAC as transformative innovations, enabling organisations to understand better and respond to customers’ emotional states. For customer service, these technologies combine psychology, data science, and machine/deep learning to analyse and interpret human emotions through voice, text, facial expressions, or other biometric signals.

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Spencer Izard

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