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]


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  1. This tech is pretty easy to fool. Very easy to fool, in fact. It’s like the old public speaker’s trick of imagining everyone in their underwear.

    Just pretend you’re talking to a priest…who is also a cop.

  2. FLConsumer says:

    Um… why do we need software to do this? It’s usually VERY clear when a caller isn’t happy about their interactions with a company.

  3. …and of course they wouldn’t need expensive software if they could satisfy the expectations of their customers, the vast majority of whom are reasonable people making simple, reasonable requests.

  4. timmus says:

    What Electoral College Dropout said. This is like going to Wal-Mart for a fire extinguisher while the barn is burning.

  5. brew400 says:

    i work in a call center…. its pretty easy to find out if that customer is irate or not when you initially answer the phone, dumb use of technology