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4 May 2025

Emotional AI (Glossary)

Artificial intelligence Automation Digital transformation HR work and Teams 4.0 Sanjay Sauldie Glossary

Emotional AI is mainly at home in the fields of artificial intelligence, digital transformation and HR work and teams. The term describes technologies that not only process data, but can also recognise, interpret and react to human emotions. Emotional AI analyses voice, facial expressions or texts, for example, to detect moods such as happiness, anger or uncertainty.

This is how Emotional AI can be used in service hotlines. Imagine a customer calls an insurance company with a problem. The software recognises whether they are stressed or angry based on their voice and automatically adapts the answers. This can help to increase customer satisfaction because the caller feels understood.

Emotional AI is also used in personnel selection. During a video interview, an AI checks how confident or insecure someone appears in order to gain a more complete picture of their personality.

Emotional AI opens up many opportunities for companies to make communication with people more empathetic and efficient. It helps to make better decisions by incorporating emotional signals, which often determine success or failure.

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Sanjay Sauldie

Sanjay Sauldie is a digital strategist, speaker and developer of the transruption toolkit, which companies can use to make their digital transformation measurable, human and sustainable. With kiROI - the AI-based approach to value creation in the digital age - he helps self-employed people and companies to integrate artificial intelligence into their processes in a practical way. With his outstanding marketing strategy iROI, he has already led countless companies to greater visibility and thus more profits. He combines digital innovation with disruptive thinking models for a sustainable business strategy. He studied mathematics and computer science at the University of Cologne, completed a Master of Science in Digital Disruption at the University of Salford (UK) and a Design Thinking programme at MIT/EMERITUS Singapore. As a multiple award-winning expert - including the Golden Web Award and the Innovation Award of the Initiative Mittelstand - he advises SMEs and corporations. His motto: "Digitalisation is not an end in itself - it must serve people."

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