ARTIFICIAL INTELLIGENCE AND BIG DATA ANALYSIS APPLIED TO HUMAN INTERACTION MACHINES

Technologies, networks and new digital and social media are changing the way people behave, think, interact and socialize. Understanding the nature and consequences of these changes in order to better shape the digital future is a key success factor for the values and competitiveness of the European society.

In this context artificial intelligence (AI) is progressing rapidly. AI can encompass anything from Google’s search algorithms to IBM’s Watson to autonomous cars. The emergence of Big data and adequate computing power is paving the way for further development and achievements in terms of algorithms for machine learning, machine prediction and machine-human interaction.

The sentiment analysis is a hot topic too. It refers to the use of natural language processing, text analysis, video and audio analysis, computational linguistics, and biometrics to systematically identify, extract, quantify, and study affective states and subjective information.

 

The current project aims to carry out a joint research and innovation project to study innovative algorithms applied to AI and Sentiment Analysis applied to contact centers. Machine learning, prediction and human interaction, are key aspects for contact centers of the future where optimisation and quality of the service is fundamental. For instance if we think about receiving a call for healthcare service (but it is applicable in any context), the AI can identify the caller, access to metadata associated, evaluate the sentiment and emotional status of the caller, and provide the appropriate responses, or pass it on to the correct office. Such automation can hugely optimise efficiency of the service, quality and user satisfaction.

 

The project aims at knowledge sharing via international as well as intersectoral mobility, based on secondments of research and innovation staff (exchanges) with an in-built return mechanism.

The organisations constituting the partnership will contribute directly to the implementation of a joint research and innovation project by seconding and/or hosting eligible staff members.