Behavioural AI, a development by Umar Taj, Owain Service, and Edward Gardiner, aims to augment human decision-making by integrating it with insights from behavioural science.
Initially devised to enhance the empathy of call centre handlers, its potential applications are promising for the future.
Takeaways:
- Combination of AI and Behavioural Science: Behavioural AI leverages artificial intelligence and behavioural science to improve human decision-making. This dynamic fusion is set to yield enhancements to various fields, starting with call centres.
- Levels of Application: The program operates at three different levels to optimize understanding and implementation of empathy. Level 1 employs AI and behavioural science to develop a scale for empathy measurement. Level 2 leverages AI to transcribe and analyze call center conversations, thus measuring empathy levels. Level 3 modifies the fundamental AI models based on behavioural science learnings.
- Ultimate Goal: The ultimate goal of Behavioural AI is to develop a “large behavioural model” which can be applied in diverse scenarios beyond call centers. It seeks to improve human-machine synergy and encourage positive behavioural changes in humans.
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