Science of CX

Craig Tucker is the visionary behind Vern AI, the cutting-edge Virtual Emotion Resource Network. Holding a BA and MA from Michigan State University and having pursued a PhD for three years, Craig has an extensive academic background in the field. A lifelong resident of Michigan, Craig has harnessed his expertise to focus on developing advanced emotion recognition systems.  Under his leadership, Vern AI has emerged as a pioneer in understanding and interpreting human emotions in various forms of communication, including audio, text, and soon, facial recognition. Craig's innovative approach bridges the gap left by traditional sentiment analysis, offering a nuanced understanding of customer emotions in real-time.  His work with Vern AI is transforming the landscape of customer service, sales, and beyond by enabling more empathetic and effective interactions. Whether through analyzing emails, phone calls, or chatbot interactions, Craig's contributions are setting new standards for emotional intelligence in technology. Key Takeaways 1. Vision for Vern AI: Craig Tucker aims to create a comprehensive emotion recognition system that analyzes various forms of communication, including text, audio, and facial expressions, to better understand and respond to customer emotions. 2. Unique Approach: Unlike traditional sentiment analysis, Vern AI focuses on the nuances of human emotions, providing a deeper and more accurate understanding of customer interactions. 3. Applications and Impact: Vern AI's technology is set to revolutionize customer service and sales by enabling more empathetic and effective interactions, leading to improved customer satisfaction and business outcomes. 4. Future Goals: Craig envisions expanding Vern AI's capabilities and applications, continually advancing the technology to stay at the forefront of emotion recognition and artificial intelligence. Timestamps [00:05:47] Craig discusses the unique approach of Vern AI in emotion recognition, focusing on understanding nuances beyond traditional sentiment analysis. [00:10:22] The importance of analyzing various forms of communication—text, audio, and facial expressions—to achieve a comprehensive understanding of customer emotions. [00:15:30] Applications of Vern AI in customer service and sales, emphasizing its potential to enhance empathetic and effective interactions. [00:20:45] How AI can improve customer satisfaction and business outcomes by enabling better emotional understanding. [00:25:18] Future goals for Vern AI, including expanding its capabilities and staying at the forefront of emotion recognition technology. Quotes.  1. "Understanding customer emotions isn't just about data; it's about truly listening and connecting on a human level." 2. "Empathy in business is powerful. When you recognize and respond to emotions, you transform customer interactions from transactions to relationships." 3. "Our goal with Vern AI is to bridge the gap between technology and human emotion, creating experiences that are not only efficient but also deeply personal." 4. "The future of customer service lies in emotional intelligence. By harnessing the power of emotion recognition, we can foster trust and loyalty in ways we've never seen before." Connect with Craig LinkedIn - https://www.linkedin.com/in/craigmtucker  X - https://x.com/CraigMTucker  Website - https://thinc.technology/ , https://vernai.com/