Increasing Emotional Intelligence in Technology and Ourselves

Increasing emotional intelligence in technology & ourselves

A livestream conversation with Rana el Kaliouby & Pamela Pavliscak

This is a write-up about our recent livestream conversation “Increasing Emotional Intelligence in Technology and Ourselves” with special guests Rana el Kaliouby & Pamela Pavliscak.

Written by Nina Joshi, an innovation consultant specializing in human-centered healthcare.

COVID-19 has created a new normal, and during this time we are turning to technology as a way to connect and ground us.  This technology catalyst has sparked the conversation around the humanization of technology and what it means for us. All Tech Is Human hosted an emotional intelligence virtual event with Emotional AI pioneer and Affectiva co-founder and CEO Rana el Kaliouby and with expert designer Pamela Pavliscak who specializes in emotionally intelligent technology.

Here are a few key insights:

1. COVID-19 has us operating at an emotional deficit. For most of us, our level of engagement has not deviated too much.  Our days are still filled with work meetings, family calls and social media- yet we are not operating at our full emotional capacity. Floating heads on video calls and avatar profiles can be our only conduit for human interaction. This emotional deficit is created because so much of how we communicate with each other is through non-verbal signals- such as eye contact and gestures.  Facial expressions comprise of 30% in how we communicate.  In an “always on” technology world, we are missing- and craving for- emotional connection.  

2. Current over-reliance on communication technology is making us aware of its limitations.  Zoom is being used for team meetings, family reunions, industry summits and everything in between. While video conferencing tools are lauded for their ability to bring people together, our over-reliance on this technology is making us more aware of its limitations.  For instance, the voice capture feature in Zoom can recognize your voice among the group and display your video feed when you talk.  However, by limiting the ability to see all the participants we are missing on valuable non-verbal queues that can impact the conversation.  Pamela speaks to the importance of thoughtful design as we further integrate these technologies into our lives.  

3. Emotional nuances are the next opportunity in technology advancement.  Emotional intelligence technology is still in its infancy- it can understand basic emotion but does not have the capabilities to think through nuances.  Humans are complex and our physical expressions often don’t match our inner feelings, like a “customer service” smile versus a genuine one. We utilize social cues in our communication, and there is an opportunity for emotional intelligence to learn our norms.  We often think about technology as a way to improve efficiency but how can we start to think of technology through the lens of vulnerability or empathy?

4. COVID-19 is shedding some light on our relationship with technology. 

It is not uncommon for us to form bonds with objects.  Heirlooms and sentimental items provoke deep emotion and connection. A move towards empathetic technology is an opportunity to form new bonds. Self-isolation has amplified this connection, with many people leaning on technology to combat loneliness.  Augmenting human capabilities is important as we develop a deeper connection with technology.

Rana and Pamela have shown that through creativity and thoughtful development we have the opportunity to make emotional intelligence technology an equitable, empathetic, and valued part of our lives.