Cheerful chatbots don’t necessarily improve customer service

Humans displaying positive emotions in customer service interactions have long been known to improve customer experience, but researchers wanted to see if this also applied to AI. They conducted experimental studies to determine if positive emotional displays improved customer service and found that emotive AI is only appreciated if the customer expects it, and it …

Machine-learning framework finds characters’ actions in movie scripts reflect gender stereotypes

Researchers have developed a novel machine-learning framework that uses scene descriptions in movie scripts to automatically recognize different characters’ actions. Applying the framework to hundreds of movie scripts showed that these actions tend to reflect widespread gender stereotypes, some of which are found to be consistent across time. Victor Martinez and colleagues at the University …