Emotion AWARE: an artificial intelligence framework for adaptable, robust, explainable, and multi-granular emotion analysis

Abstract

AbstractEmotions are fundamental to human behaviour. How we feel, individually and collectively, determines how humanity evolves and advances into our shared future. The rapid digitalisation of our personal, social and professional lives means we are frequently using digital media to express, understand and respond to emotions. Although recent developments in Artificial Intelligence (AI) are able to analyse sentiment and detect emotions, they are not effective at comprehending the complexity and ambiguity of digital emotion expressions in knowledge-focused activities of customers, people, and organizations. In this paper, we address this challenge by proposing a novel AI framework for the adaptable, robust, and explainable detection of multi-granular assembles of emotions. This framework consolidates lexicon generation and finetuned Large Language Model (LLM) approaches to formulate multi-granular assembles of two, eight and fourteen emotions. The framework is robust to ambiguous emotion expressions that are implied in conversation, adaptable to domain-specific emotion semantics, and the assembles are explainable using constituent terms and intensity. We conducted nine empirical studies using datasets representing diverse human emotion behaviours. The results of these studies comprehensively demonstrate and evaluate the core capabilities of the framework, and consistently outperforms state-of-the-art approaches in adaptable, robust, and explainable multi-granular emotion detection.