BOSTON — The cameras inside a McDonalds recently captured the facial expressions of customers and employees. Every tick, twitch, smile or frown was fed into a computer algorithm.
The algorithm, from start-up Emotient, determined how everybody was feeling about the service: Employees who were stressed out during the lunch hour rush transmitted their stress to customers. Customers were also more unhappy while waiting for their order than when they were waiting to order in the first place.
Emotient, whose software uses video streams for emotion detection and sentiment analysis based on facial expressions, is targeting retail, legal and advertising firms — any market where reading people’s emotions can give them an edge.
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