IBM Systems Magazine, Mainframe - March/April 2016 - 14

R&D

for educational purposes, it could
encourage users to help them
overcome difficulties.
Q. When you're interacting with a system such as
this, how does it know how
to respond?
A. Most existing applications for
affective computing are based
on capturing what the emotion
is, and recording and reporting
that emotion. An example
would be when you speak with
a human agent in a customer
service center and the call is
being recorded. A computer
can analyze the recording to
provide a score as to whether,
for instance, people are getting
angry. Most of the existing
applications are centered around
reporting on emotions.
Our research goes one step
further. It works after a system
has detected an emotion and
helps optimize the response
of the system to this emotion.
For example, if we talk about
customer service, we're looking
at two things: We'll analyze a real
discussion that has taken place,
what the answers of the human
service representative were and
whether those interactions went
well. Based on that, we can teach
the computer how to behave.
That's one set of data we have.
The other set of data are
books that exist from training
centers. We try to take this body
of knowledge and teach the
computer how to use that. Say
you were working in a call-in
center in a department store. You
would learn how to behave and
how to respond most effectively
to the customer you're dealing
with. This is the same type of
thing we're doing. We're learning
from, first, examples of actual
discussions and, second, the
experience of existing centers we
can find in groups.
14 // MARCH/APRIL 2016 ibmsystemsmag.com

"When you ask
whether computers
are going to be better
than humans at
detecting emotion,
it's really dependent
on the individual
emotional situations."
-David Konopnicki, manager
of information retrieval at
IBM Research-Haifa

Q. How would it sense, over
the phone, if I'm angry?
A. We're currently looking at
two things. We're interested in
voice-the tone, the pitch, the
culture-to detect the emotion.
But we're also experimenting
with other ways of detecting
emotion. We've been working
with an IBM partner doing
facial expression analytics.
The software analyzes facial
expressions from camera input
and in real time knows what
those expressions mean.
Q. What are the potential
applications for this type
of technology?
A. There are a lot of applications.
You can look at how people
interact with the content of
websites and applications and
measure their emotions to
improve the user experience.
It could also be used to create
a system that measures the
emotions of people who are
driving a car and have the
behavior of the car adjusted

depending on whether the driver
is angry or distracted. The same
type of technology could be
used as a safety application for
airplane pilots.
Q. Will computers become
better at reading emotions
than human beings?
A. There are two major types
of emotion-primary emotions,
which are mostly physiological
and easier to detect, and secondary emotions, which are related to
our interactions as social beings.
I believe we will become more
accurate in capturing these primary emotions. Fear is a primary
emotion. It's an experience that's
usually not controlled. On the
other hand, disappointment is
a secondary emotion. It's much
more complex. Disappointment
involves goals and discovering
that a new event may create
problems as you attempt to reach
them. To identify that you're disappointed, a computer program
needs to understand what your
goals are and what new event


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IBM Systems Magazine, Mainframe - March/April 2016

Table of Contents for the Digital Edition of IBM Systems Magazine, Mainframe - March/April 2016

Table of Contents
Editor's Desk: A secure connection
Techbits: Sphere of influence
Infographic: Hybrid integration: Can you keep up?
Partner PoV: RACF needs complementary applications for total enterprise protection
R&D: IBM explores how affective computing can benefit society
IT Today: OpenStack solutions help address compliance needs and audit standards
Currents: Ponemon data breach study should encourage you to be proactive
Cover Story: The Future of Business: New IBM z13s and its growing ecosystem help clients unleash digital innovation with cloud agility and cybersecurity
Feature: The Mobile App Advantage: Real-world cases show how to maximize information to achieve results in the cognitive era
Tech Showcase: DevOps helps transform development practices to meet today's business demands
Tech Corner: With z/OS V2.1, IBM DB2 features include automation and copy improvements
Solutions: (E)JES V5.5; EasySMF; JE; Offline Access Recovery; SIEM Agent for IBM z/OS with IND$defender; SMA_RT V3.3
Stop Run: The Web's mainframe past isn't gone; it's archived on various sites
Reference Point - Global Events, Education, Resources for Mainframe
2016 Mainframe Solutions Edition Product Index
IBM Systems Magazine, Mainframe - March/April 2016 - Intro
IBM Systems Magazine, Mainframe - March/April 2016 - Cover1
IBM Systems Magazine, Mainframe - March/April 2016 - Cover2
IBM Systems Magazine, Mainframe - March/April 2016 - 1
IBM Systems Magazine, Mainframe - March/April 2016 - Table of Contents
IBM Systems Magazine, Mainframe - March/April 2016 - 3
IBM Systems Magazine, Mainframe - March/April 2016 - 4
IBM Systems Magazine, Mainframe - March/April 2016 - 5
IBM Systems Magazine, Mainframe - March/April 2016 - Editor's Desk: A secure connection
IBM Systems Magazine, Mainframe - March/April 2016 - 7
IBM Systems Magazine, Mainframe - March/April 2016 - Techbits: Sphere of influence
IBM Systems Magazine, Mainframe - March/April 2016 - Infographic: Hybrid integration: Can you keep up?
IBM Systems Magazine, Mainframe - March/April 2016 - Partner PoV: RACF needs complementary applications for total enterprise protection
IBM Systems Magazine, Mainframe - March/April 2016 - 11
IBM Systems Magazine, Mainframe - March/April 2016 - 12
IBM Systems Magazine, Mainframe - March/April 2016 - R&D: IBM explores how affective computing can benefit society
IBM Systems Magazine, Mainframe - March/April 2016 - 14
IBM Systems Magazine, Mainframe - March/April 2016 - 15
IBM Systems Magazine, Mainframe - March/April 2016 - IT Today: OpenStack solutions help address compliance needs and audit standards
IBM Systems Magazine, Mainframe - March/April 2016 - 17
IBM Systems Magazine, Mainframe - March/April 2016 - 18
IBM Systems Magazine, Mainframe - March/April 2016 - 19
IBM Systems Magazine, Mainframe - March/April 2016 - Currents: Ponemon data breach study should encourage you to be proactive
IBM Systems Magazine, Mainframe - March/April 2016 - 21
IBM Systems Magazine, Mainframe - March/April 2016 - 22
IBM Systems Magazine, Mainframe - March/April 2016 - 23
IBM Systems Magazine, Mainframe - March/April 2016 - Cover Story: The Future of Business: New IBM z13s and its growing ecosystem help clients unleash digital innovation with cloud agility and cybersecurity
IBM Systems Magazine, Mainframe - March/April 2016 - 25
IBM Systems Magazine, Mainframe - March/April 2016 - 26
IBM Systems Magazine, Mainframe - March/April 2016 - 27
IBM Systems Magazine, Mainframe - March/April 2016 - 28
IBM Systems Magazine, Mainframe - March/April 2016 - 29
IBM Systems Magazine, Mainframe - March/April 2016 - Feature: The Mobile App Advantage: Real-world cases show how to maximize information to achieve results in the cognitive era
IBM Systems Magazine, Mainframe - March/April 2016 - 31
IBM Systems Magazine, Mainframe - March/April 2016 - 32
IBM Systems Magazine, Mainframe - March/April 2016 - 33
IBM Systems Magazine, Mainframe - March/April 2016 - 34
IBM Systems Magazine, Mainframe - March/April 2016 - Tech Showcase: DevOps helps transform development practices to meet today's business demands
IBM Systems Magazine, Mainframe - March/April 2016 - 36
IBM Systems Magazine, Mainframe - March/April 2016 - 37
IBM Systems Magazine, Mainframe - March/April 2016 - 38
IBM Systems Magazine, Mainframe - March/April 2016 - 39
IBM Systems Magazine, Mainframe - March/April 2016 - 40
IBM Systems Magazine, Mainframe - March/April 2016 - 41
IBM Systems Magazine, Mainframe - March/April 2016 - 42
IBM Systems Magazine, Mainframe - March/April 2016 - Tech Corner: With z/OS V2.1, IBM DB2 features include automation and copy improvements
IBM Systems Magazine, Mainframe - March/April 2016 - 44
IBM Systems Magazine, Mainframe - March/April 2016 - 45
IBM Systems Magazine, Mainframe - March/April 2016 - Solutions: (E)JES V5.5; EasySMF; JE; Offline Access Recovery; SIEM Agent for IBM z/OS with IND$defender; SMA_RT V3.3
IBM Systems Magazine, Mainframe - March/April 2016 - 47
IBM Systems Magazine, Mainframe - March/April 2016 - Stop Run: The Web's mainframe past isn't gone; it's archived on various sites
IBM Systems Magazine, Mainframe - March/April 2016 - Cover3
IBM Systems Magazine, Mainframe - March/April 2016 - Cover4
IBM Systems Magazine, Mainframe - March/April 2016 - Reference Point - Global Events, Education, Resources for Mainframe
IBM Systems Magazine, Mainframe - March/April 2016 - 2016 Mainframe Solutions Edition Product Index
IBM Systems Magazine, Mainframe - March/April 2016 - SE2
IBM Systems Magazine, Mainframe - March/April 2016 - SE3
IBM Systems Magazine, Mainframe - March/April 2016 - SE4
IBM Systems Magazine, Mainframe - March/April 2016 - SE5
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