A new wave of startups is fervently promoting emotional artificial intelligence (AI) as a game-changer in understanding human emotions. These companies assert that EAI can decode subtle facial movements, providing quantifiable data on emotions ranging from happiness to sentimentality. While businesses see potential gold mines in understanding customers and optimizing products, experts dispute the efficacy of EAI, questioning its ability to accurately interpret facial expressions and emotions.
EAI is gaining traction in various commercial applications, from smart toys and robotics to empathetic AI chatbots. However, its use in the workplace is raising ethical concerns. Employers, often without employees’ knowledge, deploy EAI for hiring decisions, employee monitoring, and even gauging customer service representatives’ emotions in call centers. The lack of transparency in its application leaves workers vulnerable to judgments based on their emotional states.
Prominent players and skepticism
Companies like Smart Eye claim success in understanding and predicting human behavior through EAI. Smart Eye utilizes facial expression analysis to gather emotion-based data from millions of videos, emphasizing applications in driver monitoring systems and advertising analytics. However, critics argue that the science behind EAI is dubious, with disputed claims about its effectiveness in accurately interpreting emotions.
Workplace surveillance and employee privacy concerns
The use of EAI in hiring processes, exemplified by platforms like HireVue, has faced backlash due to privacy concerns and potential biases. While some companies have halted the use of facial analysis, others, like Retorio, continue to combine facial analysis, body-pose recognition, and voice analysis to create personality profiles of candidates. The deployment of EAI in call centers, providing real-time feedback to adjust employees’ tone, raises questions about worker autonomy and the psychological impact of constant surveillance.
The unregulated landscape and global perspectives
In the absence of regulations, companies have the freedom to implement EAI as they see fit. In the United States, where EAI is considered unregulated, its use has expanded, especially during the pandemic-driven surge in remote work. The European Union is taking steps to address the potential misuse of EAI in the workplace, considering legislation to regulate its use. However, until such regulations are in place, companies remain unrestricted in utilizing this technology.
Scientific debates and unanswered questions
The scientific foundation of EAI, rooted in Paul Ekman’s research on universal facial expressions, faces substantial skepticism. A 2019 review highlighted the lack of evidence supporting a direct link between facial expressions and emotions. While EAI companies argue that cultural sensitivities are considered in their models, the lack of transparency within the industry makes it challenging to independently verify these claims. The unresolved debates about the accuracy and reliability of EAI raise concerns about its potential misuse.
As EAI continues to infiltrate various aspects of our lives, from commercial applications to workplace surveillance, the ethical and scientific debates surrounding its use intensify. The lack of consensus among experts, coupled with the potential for privacy infringements and biases, paints a complex picture. Companies must navigate this uncertain terrain carefully, considering the implications of deploying EAI on employee well-being, privacy, and the broader ethical landscape. As the technology evolves, a balanced approach that prioritizes transparency, accountability, and adherence to ethical standards becomes imperative.
