Robots Detect Angry Customer Service Calls

Click to see full screen shot.

Xeni Jardin filed a neat NPR story about AI audio detection software for call centers. Companies can use programs, like “Perform,” made by “NICE systems,” to find customer service calls that went awry. Listen here.

Of course, tools like these are only as good as the human wielding them… and you can’t program compassion. — BEN POPKEN

NPR “Xeni Tech” – Emotion detection spots upset customers [BoingBoing and NPR]