The neural network from Yandex will be able to determine the emotions of users – Kommersant
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Russian company Yandex (MOEX: YNDX) presented a new empathic neural network that will be able to recognize the user’s emotions by voice during a dialogue. According to the developers, the neural network will help in creating voice assistants and virtual call center operators.
Artificial intelligence (AI) can recognize obscene language, negative and informal statements, the gender of the speaker and his phrases in the dialogue. In the future, in conjunction with YandexGPT, it will be possible to understand uncertainty and sarcasm. The algorithm determines emotions not only by the content of speech, but also by its timbre and speed, pitch and other parameters. Also, the neural network will be able to understand who owns this or that replica in a conversation.
The neural network will help to quickly respond to emergency conflict situations with clients, for example, if the user’s speech is negative, it will switch him to a call center employee. If the operator is rude to the client, the AI will send an automatic report to management. The neural network works in streaming mode and analyzes emotions directly during a conversation. Thanks to analytics, it will be possible to understand which topic or operator’s wording caused negativity in the client, and optimize communication.
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