Research says that people who take public transportation are happier than those who commute by car. Now, one transit agency plans to measure exactly how pleased its customers actually are with an artificial intelligence-based system that used face emotion technology to monitor commuters’ moods.
Dubai’s Roads and Transport Authority (RTA) launched the initiative at its Customer Happiness Centers, according to Gulf News.com.
“This achievement, which reinforces RTA’s standing amongst governmental institutions around the world, is part of the efforts made in implementation of the initiative of the government to transform Dubai into the smartest city worldwide,” said Abdullah Al Madani, CEO of RTA’s Corporate Technology Support Services Sector, in a quote reported by Gulf News.com “This index uses artificial intelligence techniques such as computer vision and the automated recognition of facial expression to analyze customers’ impressions after receiving the service and measures their happiness with high accuracy and speed.”
RTA described its technology as a “happiness meter” that works in a fully automated manner to generate input for decision makers.
“It includes real-time information about happiness levels at service centers,” Al Madani said. “The technology also includes a wide range of statistics and reports such as the total number of customers and happiness levels by gender. This technology sends real-time alerts when the predetermined happiness levels increase or decrease in any of the Customer Happiness Centers. The happiness measurement meter using artificial intelligence technology is a pioneering idea launched by RTA to use artificial intelligence to automate customers’ happiness measurement from different community segments.”
RTA runs a number of transit programs in Dubai, including an automated metro system, bus lines and water transportation.
The agency’s use of face emotion technology is part of a larger effort to integrate AI into various public initiatives, including Smart Dubai. Smart Dubai consists of a range of smart city efforts encompassing economic, lifestyle, governance, human resources and transportation.
Dubai recently announced it is using IBM’s Watson AI technology in a central service center designed to provide easy access to more than 100 government services.
Face emotion technology is gaining wide acceptance in various applications ranging from marketing to law enforcement.
For example, Facebook is using the technology to gauge the moods of social media users. Disney is employing deep learning techniques to track the facial expressions of audiences watching its movies in order to gauge their emotional reaction. Moscow-based NTechLab offers face emotion technology that can tell if a person in a crowd is feeling emotions that may indicate criminal intent.
Nirel Marofsky is project analyst for the cognitive engine and application ecosystem at Veritone. She acts as a liaison to strategic partners, integrating developers and their capabilities into the Veritone Platform. Learn more about our platform and join the Veritone developer ecosystem today.