By akademiotoelektronik, 27/10/2022

When artificial intelligence encounters emotional intelligence to adapt to humans

Digital solutions are growing growingly in a health context where remote work is privileged.It highlights the need to have social interactions and implies an emotional dimension.DAVI, French publisher of software based on artificial intelligence, has long oriented its research in this sense, in order to offer "made in France" solutions of digital advisers. Explications avec Frédéric Compain et Delphine Potdevin, respectivement CEO et Cheffe de projet R&D chez DAVI.

What is Davi's activity?

Frédéric Compain : Nous proposons des conseillers digitaux à travers RETORIK, une plateforme d’intelligence artificielle que nous avons développée.These digital advisers allow companies to extend their expertise and to be able to offer it to the greatest number.Our artificial intelligence technology is designed from our own research work carried out in France.We position ourselves on French technologies, compared to American giants.This allows us to be independent and guarantee integrity on the data used.

Delphine Potdevin : Nos assistants digitaux sont des systèmes experts d’un domaine et peuvent intervenir dans des verticales métiers qui sont assez variées, comme dans la santé, l’esthétique, l’industrie, le tourisme… On va par exemple proposer une conseillère touristique digitale, elle peut être déployée sur une borne interactive au sein d’un office de tourisme, pour venir en support et en soutien du personnel sur place.

How does artificial intelligence take into account the emotional and emotional dimension?

Frédéric Compain: Bien souvent, c’est l’humain qui doit s’adapter à la machine.Through our work it is the opposite, we make sure that the machine adapts to humans.For this, our strength is to have our own motors of reasoning on emotions.Throughout the relationship and communication part, we add the emotional part, which will make it possible to take into account the emotional state of the person.

Delphine Potdevin : Pendant un moment, il y a eu une forte émulation de l’intelligence artificielle, et surtout des aspects conversationnels (capacité à comprendre la question des utilisateurs et à y répondre).We have realized that these technical skills alone are necessary but are sometimes insufficient to satisfy customer relations.

Our digital assistants will be able, in their verbal and non-verbal communication, to integrate elements of social communication.We meet both a business need and both a social need inherent in human beings.We will also propose a global functioning with a representation, a form, knowledge, emotions ... Affective computing is often considered as a computer discipline, while it is much wider (IA, ergonomics, psychology and cognitive sciences ...)).

How do these solutions change the professions?

Frédéric Compain : Une étude de Gartner nous montre que la relation client sera de plus en plus assurée par le digital.We have seen a first era of these digital advisers, such as chatbots, which may have had low added value.Today, the market is much more mature than 5 years ago on the issue.We are evolving to solutions with real added value, therefore to transactional tools with an exchange with the customer.The objective is not to replace humans but to be able to bring this value through digital technology.We therefore seek to humanize the relationship with these robots, and the stake is that they are themselves accepted.

Delphine Potdevin : La particularité est que ce sont des agents développés en support de l’expertise humaine et avec les collaborateurs.Our digital advisers are involved in processes to provide new services or complete existing services.They can intervene during rush hour, outside of system hours ...

In which sectors do these digital advisers are intended to be used?

Delphine Potdevin : Sur des marchés vastes comme l’industrie automobile, l’usine… Le tourisme est aussi un secteur en plein essor sur la question alors que la banque et l’assurance sont des marchés plus mature sur le sujet.On education, many things are developing, COVVID has highlighted problems such as the need to facilitate interactions between learners and tutors.Another subject of the future is recruitment, especially in facilitating the remote recruitment process.The goal is to offer a more satisfactory, fairer candidate experience, limiting all biases such as discrimination.And it is also the possibility for companies to respond to all candidates and to make pre-entretians.

Frédéric Compain : Nous accompagnons aussi la vente dans le secteur de la joaillerie et de l’horlogerie, grâce à des conseillers digitaux qui peuvent assurer le process et la configuration d’un objet.We provide a sales route and bring the expertise of an advisor.We also have a development axis in the medical, with diagnoses on the ophthalmological part.What must be remembered is that the market for digital advisers is booming, with the challenge of extending the expertise of businesses to very diverse trades.