In business, satisfaction of workers is being recognised to be a crucial parameter to build better organisations. Unhappy workers don’t stay long at their jobs, provide poor customer service and tend to be less productive.
The Pew Research Center found that 47% of workers are dis-satisfied at work. A recent Gallup poll found that actively disengaged employees cost American companies around $500 billion each year in lost productivity.
But there is hope. Forward-thinking companies are working to improve their employees’ happiness and they are reaping significant benefits, improving ROI while making their factories and offices more enjoyable places to work. At the forefront of this movement is Hitachi’s “people analytics” technology, deploying Artificial Intelligence (AI) to measure happiness and improve it. Hitachi’s innovators introduced a smartphone app called Happiness Planet. The app uses AI to analyze data that reflects our happiness, in order to uncover simple, small changes in our lives that might improve our moods and emotional state.
For this endeavor, Hitachi collated huge amount of data from people at various participating organisations including companies, schools and hospitals. That dataset included motion-sensor data gathered at the millisecond level including face-to-face meeting signals captured using infrared sensors, as well as questionnaires filled out by participants. The data was analysed using AI to build a score, which was found to have a high correlation with specific types of physical motion. That gave researchers the ability to measure a person’s happiness or mental state at any given moment, allowing them to see what improves mood and what doesn't.
On the other hand, AI-powered cameras are measuring customers’ happiness at Dubai. Smart cameras powered by artificial intelligence (AI) technology installed by Roads and Transport Authority (RTA) have screened the facial expressions of customers to measure their happiness index at RTA service centres. RTA system can produce detailed reports of a customer’s happiness levels, with instant alerts triggered when a center’s “happiness rating” drops below a predefined level.
The 21st century workforce and customers have both evolved beyond 20th century metrics to measure satisfaction. Artificial intelligence can help bridge this gap and bring more happiness in employer-employee and business-customer dealings.