Using emotion AI in entertainment will lead to improved customer experience

AI For Business


The media and entertainment industry has undergone significant transformation in recent years, driven by advanced technologies aimed at improving customer experience.

In the past, viewers had limited control over their content: they were tied to fixed schedules set by broadcasters, so missing an episode meant missing it entirely, unless the network decided to rebroadcast it due to popularity.

Today, viewers have the luxury of flexible viewing, not tied to rigid schedules or limited options. There is now a vast library of content to satisfy everyone's tastes, and viewers can access this content on the go.

What's even better is that viewers can now enjoy content that is tailored to their tastes based on their past viewing habits and genre preferences — all thanks to the remarkable technological advancements in the entertainment industry.

Machine learning and artificial intelligence (AI) will play a key role in driving this evolution, offering unparalleled opportunities to deliver personalized and immersive entertainment experiences.

AI has gone beyond traditional text and speech recognition to encompass “emotion AI.” This groundbreaking technology enables entertainment providers to understand and respond to human emotions expressed through facial expressions and tone of voice. Imagine a customer service experience that not only understands what your customers are saying, but also determines how they feel.

The potential for improving customer experience is huge in the entertainment industry, with many entertainment companies leveraging AI to cater to the diverse emotional and cultural preferences of their audiences.

Emotion AI can help entertainment companies better understand their audience's local emotions, facial expressions, and tone of voice, allowing them to deliver customized content that resonates more deeply with their audiences.

Africa is emerging as the world's next major investment market, driven by its huge young population, and AI is set to play a key role here.

This continent is a melting pot of emotions, languages ​​and cultures that have long been ignored or neglected. Africa's time has now come.

As smartphone usage soars across the continent, streaming digital and mobile content is becoming more prevalent and creating a booming market for entertainment providers. According to GSMA data, there are more than 450 million smartphones in the hands of people across Africa, and according to FIFA, there are more than 250 million passionate football fans.

This highlights the urgent need for powerful technology to effectively cater to the diverse entertainment needs of a growing demographic.

With its ability to understand and adapt to local languages, speech and expressions, AI can play a key role in meeting evolving customer demands.

It's inspiring to see the emergence of initiatives such as Afrocentric Natural Language Processing, spearheaded by local scientists like Ife Adebala. These projects aim to democratize AI technologies, making them more accessible to speakers of different African languages, and preserving the continent's rich linguistic heritage.

Therefore, developing tools and programs tailored to Africa's unique linguistic diversity will revolutionize the realm of customer experience and care, enabling entertainment providers to engage with their audiences in more meaningful and culturally sensitive ways.

As audience expectations rise, there is an ever-increasing demand for a seamless omnichannel customer service experience, including enhanced call centers.

Therefore, businesses in the entertainment industry must leverage remote contact center software to adapt to this evolving environment and provide excellent customer service through various communication channels such as social media, video calls, and emails.

This shift is particularly evident in Africa, where the move from traditional call centres to modern contact centres reflects a focused effort to meet customers’ evolving needs and preferences.

In conclusion, the convergence of AI and customer experience in the entertainment industry is ushering in a new era of personalized, culturally resonant, and immersive entertainment experiences.

The future of entertainment lies in harnessing the power of AI to create emotionally intelligent, customer-centric experiences that transcend cultural barriers and resonate with diverse audiences around the world.

The author is Head of Customer Experience & Care, MultiChoice Kenya.



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