It is used in contexts both mundane, like entertainment, and high stakes, like the workplace, hiring and healthcare.
A wide range of industries already use emotion artificial intelligence (AI) including call centers, finance, banking, nursing and caregiving.
Over 50% of large employers in the U.S. use emotion AI aiming to infer employees’ internal states, a practice that grew during the COVID-19 pandemic.
For example, call centers monitor what their operators say and their tone of voice.
Scholars have raised concerns about emotion AI’s scientific validity and its reliance on contested theories about emotion.