Zoom Faces Criticism Over Controversial Emotion-Detection AI Technology
Zoom Faces Criticism Over Emotion-Detecting AI
Zoom has sparked controversy following revelations about its development of an AI system aimed at detecting users’ emotions through facial expressions and speech analysis. This initiative, termed ‘Zoom IQ’, was discussed in a recent blog post by the company, highlighting its potential benefits for sales professionals to refine their pitches based on participants’ emotional responses.
However, the system has been met with a significant backlash, deemed invasive by various rights organizations. A coalition of over 25 groups, including the American Civil Liberties Union (ACLU) and Access Now, sent a formal letter to CEO Eric Yuan, calling for an end to the research surrounding emotion-based AI.
Concerns have been raised regarding the misuse of such technology in decisions related to hiring and finance, such as assessing loan eligibility, potentially exacerbating existing disparities. In response, Zoom clarified that the outcomes of their AI are not intended for such critical decision-making processes, stating that recommended metric ranges rely on publicly available research.
Among the metrics monitored by Zoom IQ are talk-listen ratios, speaking speed, utilization of filler words, the length of monologues, patience levels, engagement through questions, effective next steps, and overall sentiment analysis. Esha Bhandari, Deputy Director of the ACLU’s Speech, Privacy, and Technology Project, described the application of emotion-detecting AI as “creepy” and referred to it as a form of “junk science.”
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