The Rise of Emotional Surveillance
Companies are using emotion AI to monitor workers' emotions and productivity, with applications in customer service and blue-collar labor. Emotion AI is being used by companies such as McDonald's, MetLife, and Burger King to analyze workers' emotions and interactions.
Companies are monitoring workers' emotions using emotion AI, a technology that analyzes human emotions using AI. MorphCast, an emotion AI app, analyzed the author's emotions during a meeting, determining they were generally 'amused' and 'determined'. Emotion AI is being used by various companies, including McDonald's, which used MorphCast to offer personalized coupons based on customers' supposed moods. The technology is also being used to monitor customer service interactions, with companies like MetLife using software to analyze call-center agents' pitch and tone of voice. Emotion AI's next step is expected to be white-collar work, with integrations like Aware's Slack sentiment analysis. The technology is being adopted first among low-wage workers, following the 'Shitty Technology Adoption Curve' theorized by writer Cory Doctorow.
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