Today I'm going to show an experiment we're doing with adding empathy to a virtual assistant. We wanted to see if we can test the boundaries of conversational user interface and not just be so robotic in the response but have a little empathy with our customers. So we're actually going to run through a customer situation where they're calling into customer support and seeing how the virtual assistant can respond to them in a more emotional way.
Intuit
30 second
landscape
low
Lavender,Gray,Light_Blue,Dark_Blue,Light_Blue,Cyan,Off_White
shows a neon sign on a wall advertising an electronic music shop
vibrant,
1
event
blue, illuminate, neon, neon light, sign, signage
InnovationLab', '(upbeat music)', '#PoweringProsperity'
cool
Gray,Lavender,Cyan,Dark_Brown,Black,Dark_Blue,Blue,Gray
shows a woman in a blue shirt talking about something
achievement, excellence, inspiration
2
event
computer screen, stand, woman
Providing Empathetic', 'Financial Assistance Using', 'Emotion Recognition', 'Cindy Osmon', 'with adding empathy to', 'Principal Software Engineer', 'a virtual assistant', '#PoweringProsperity'
neutral
Gray,Dark_Gray,Black,Dark_Brown,Black,Blue,Dark_Blue,Light_Blue
shows the person has her picture on the phone
comfort, smile, assurance, confidence
3
business
catch, smartphone, hand, person, pen, phone, photo, screen, selfie, text message, woman
ATST', '10:21AM', 'Providing Empathetic Financial', 'Assistance Using Emotion Recognition', 'the boundaries of', 'conversational user interface#PoweringProsperity'
neutral
Gray,Lavender,Cyan,Dark_Blue,Dark_Brown,Black,Dark_Blue,Gray
shows a woman wearing a black jacket is on tv
agree, respect
4
business
computer screen, screen, stand, woman
Providing Empathetic', 'Financial Assistance Using', 'Emotion Recognition', 'but have a little empathy', 'with our customer', '#PoweringProsperity'
neutral
Low
Lavender,White,Dark_Blue,Dark_Brown,Black
shows a woman talking with a man in front of a tv screen
good, admiration
5
commercial
computer, computer screen, conversation, hand, person, man, point, screen, stand, talk, woman
calling into customer support', 'veringProsperity'
neutral
Gray,Lavender,Cyan,Dark_Brown,Black,Dark_Blue,Gray,Dark_Gray
shows a woman standing with a person behind a screen
problem, suffering, addiction, loss, injury,
6
event
computer screen, stand, woman
Providing Empathetic', 'Financial Assistance Using', 'Emotion Recognition', 'respond to them in a more emotionalwayveringProsperity'
neutral
Low
Emerald,Royal_Blue,Light_Blue,Dark_Blue,Turquoise
shows an image of a bridge and a city with water
romance, inspiration, wisdom
7
business
bridge, city, city skyline, sea, sky, suspension bridge, water
Innovation Lab', '#PoweringProsperity'
cool
shows an airplane in the air at night time
torment, nasty
8
composite
sea
neutral
Low
Intuit Innovation Lab: Providing Empathetic Financial Assistance Using Emotion Recognition