Make artificial intelligence an expert on employees' emotions

Feb 13, 2023

Written By

Mikko Ruokojoki

Emotions are part of working life. Emotions guide our actions and, for example, the experience of the meaningfulness of work is ultimately formed through emotions. In this article, Mikko explains how emotions, artificial intelligence, and employee experience are related to each other.

Whether we want to or not, emotions guide our actions. Whether consciously or often unconsciously, emotions steer our work, decisions, and nearly everything we do. The ability to understand the emotions of the staff is extremely important for the success of an organization. Perhaps surprisingly to many, artificial intelligence will increasingly help us understand emotions. In the workplace, there is growing consideration of how artificial intelligence can be utilized as an interpreter of emotions, thus offering an even better employee experience.


Artificial Intelligence Becomes a Real Expert in Emotions

Artificial intelligence refers to a machine's ability to use skills traditionally associated with human intelligence, such as reasoning, learning, planning, or creating. The advent of artificial intelligence has been talked about for years. At the end of 2022, it finally made a leap forward when the OpenAI research center released ChatGPT, a chat-based artificial intelligence built on the GPT-3 model. It took ChatGPT only 5 days to break the one million user mark. Artificial intelligence is rapidly becoming a virtual partner for researchers and developers, and as Helsingin Sanomat reports, ChatGPT has become part of the daily routine in Finnish workplaces within a couple of months. The next explosive step will happen in 2023 when OpenAI releases a newer GPT-4 artificial intelligence model. According to preliminary information, the leap in development with GPT-4 will be even greater than before.

Emotional intelligence is the ability to recognize the significance of emotions and use this information in problem solving. Thus, it is no problem for artificial intelligence to recognize emotional signals and analyze them. Historian and professor Yuval Noah Harari declares that artificial intelligence will be better at responding to emotions than humans. This is because people often think about their own emotions in interaction situations, and only secondarily about the emotions of the other party. Artificial intelligence does not have this problem. It takes into perfect consideration the emotions of the conversation partner and adjusts its actions based on the information it receives, without its own emotions affecting its judgment. Therefore, dealing with it can be much more pleasant than dealing with another person. It is perfectly considerate. Artificial intelligence becomes a real expert in emotions.


How Can All of This Then Be Utilized in Managing Employee Experience?

Employee experience is the sum of many things. It is influenced by the company's brand, recruitment process, nature of communication, leadership culture, work atmosphere, methods of division of work and organization, digital environments and tools used, and many other things. Data can be collected from all these “interfaces” between the employee and the employer in one way or another, and utilized in understanding and developing the employee experience. Data has always been collected, for example, traditional interaction and even employee surveys have been this kind of data collection. Operating in digital environments today creates exponential opportunities for this data collection. Here are three ideas to get started with utilizing artificial intelligence in managing employee experience.

  1. Data points are gold. According to the saying, knowledge is power. Many companies nowadays collect a vast amount of data, but may not necessarily know how to utilize the collected information. However, learning depends on the data and its quality. All collected data points on employee behavior and the storage of data points become even more crucial. They are invaluable to those who put artificial intelligence to learn and react. In fact – if you are now feeling the pain of the amount of information, you should feel distress about not knowing enough. If you do not collect information, you do not know how to develop the employee experience. 

If you don't gather information, you don't know how to improve the employee experience.

If you don't gather information, you don't know how to improve the employee experience.

If you don't gather information, you don't know how to improve the employee experience.

  1. Harness data in predicting behavior. Artificial intelligence is already very good at recognizing patterns of behavior. As it receives enough data, AI is able to deduce and predict how employees behave in certain situations.

  2. Personalize the message. We humans are not all the same, but a large part of internal communication is the same for everyone. (The only exception to this is mainly the real-life interaction of immediate supervisors, which naturally adapts from one person to another.) In the best case, we segment the workforce based on the employment lifecycle, job duties, or age, but even in these cases, we treat individuals as part of a group. However, we already have the opportunity to customize communication in many ways to be more personalized, taking into account the needs and desires of the recipient. As this becomes more common, the effects will be enormous, and