So there it was the answer...they didn't account for "more than" and that was an emotional bias. Ironically as a therapist I would have picked up on it in the language of a patient in a second. Having spent a life in large organisation I had become numb to the fact that we sometimes "more than" upset peoples lives and don't measure it properly. Its morally wrong!
So that was it. Just add "more than" to the scale and it would make scores more useful. More than Happy, Satisfied, Difficult/Easy, VeryVery, Very Completely, easy to translate common phases into Math
I know that most of you have no idea what that means but suddenly I can describe the importance of any emotion on any experience so a person and an AI can both understand it. People and companies can both understand it so it becomes a currency. But for those who do check it and find the flaw because so far we can't - but it's early days.
Except it it still had a flaw. There is no such thing as a perfect 10. We had to change the way the scales worked to reflect how we thought. The second Lightning bolt was Zero. Everyday we wake up and we go through a process of establishing our emotional state. I could use that. We all start from OK as how we feel anchored to but ok works for everything. OK = Zero. I HAD done it.....It still was not easy for people to use. The five states worked but I could not get users to understand it.
The 3rd bolt happened perhaps because by now I was getting help from amazing people. We needed a structure for describe types of feelings and other experience elements and there was one we could adapt to provide a reliable human data emotional interface.
You can describe any feeling. Satisfaction, effort, loyalty, anger, engagement, what ever is important to you. You can use you best and worst examples to calibrate and to develop best practice.
AI is now accessible to behaviouralists and it is now possible to analyse the micro-moments of experience....if you have a model that can tell you 3 things:
Is it true [On/Off]
Does it matter [Active / Passive]
How much [Degree]
In data terms we are talking about 3 values over 5 values that define an infinity of emotions as waves and states......look mum and dad I am doing quantum!
These are the data items that are added to time cadence and other metrics to provide a Hi-Def picture of Customer Emotions that anyone can understand. They allow for conflicts between drivers and explain them using common language like more than and very. Ask 4 questions and you can score anything within an emotional framework that is relevant to your experience.
This is the riddle of emotion solved, or not. I await my academic beating with baited breath because at the end I will know the answer!
How angry is the customer....but now I can tell you the rough value of your customers emotion - which is useful!
find out more at www.e-score.today
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