Secrets Of Emotion Detection Software

Secrets Of Emotion Detection Software



Secrets Of Emotion Detection Software
Call centers have become a​ ubiquitous feature of​ American consumerism .​
Working one's way through a​ phone tree to​ get to​ a​ live customer service representative can in​ and of​ itself be an​ enormously aggravating process .​
Once you're on​ with an​ actual voice,​ your request for support (on a​ product) or​ clarification (on a​ bill) or​ placing some sort of​ order may go well or​ may become a​ fiasco.
Call centers (known in​ consumer service circles as​ 'contact centers') are an​ integral part of​ customer service,​ which in​ turn is​ what guarantees repeat customers .​
For that reason,​ corporations that put them to​ extensive use are being provided with tools to​ help improve their functionality.
One of​ those tools is​ software that analyzes the​ vocal interaction of​ customer service calls .​
Performing a​ function known as​ 'interaction analytics,​' this software can listen for keywords that indicate stress such as​ 'cancellation' or​ 'late delivery' or​ just plain 'you're terrible'.
Beyond that,​ it​ can analyze the​ emotional content of​ a​ conversation and assign algorithmic values to​ what is​ monitored .​
The software will attach values to​ such components as​ vocal pitch,​ intensity,​ rapidity of​ speech,​ intonation and,​ of​ course,​ volume .​
From these values the​ software provides a​ ranking for the​ conversation and,​ over the​ course of​ thousands of​ such reviews,​ develops a​ profile of​ that call center's overall performance.
From this data,​ the​ company whose call center is​ under scrutiny can determine an​ overall satisfaction level with their service .​
Beyond that,​ they can isolate which particular products or​ situations or​ geographic areas are generating calls that leave customers dissatisfied with unacceptable frequency.
Banks and companies with large volumes of​ consumer contact - catalogue companies and the​ like - are beginning to​ utilize this type of​ software .​
One large software vendor in​ the​ field,​ Nice Systems,​ has taken the​ concept well beyond tracking dissatisfaction.
The have developed a​ performance compliance suite that is​ an​ innovative,​ robust,​ flexible,​ mission-critical solution for enterprises exposed to​ risk as​ a​ part of​ their financial activities .​
According to​ their promotional material,​ this particular variation of​ interaction analytics addresses the​ key challenges in​ regulatory compliance and corporate governance,​ such as​ preventing inside trading breaches,​ ensuring Best Execution,​ and detecting irregularities during blackout periods.
Also according to​ the​ Nice Systems website,​ 75 of​ the​ Fortune Top 100 companies use their software and all of​ the​ world's top ten banks .​
This sort of​ artificial ease dropping goes will beyond analyzing vocal intonation and has become a​ computerized method of​ maintaining behavioral standards .​
What this sort of​ capability portends for the​ future is​ anyone's guess - suffice it​ to​ say that 'interaction analytics' is​ software that can be an​ enormously effective tool for management and has the​ potential to​ be an​ enormously intrusive burden for the​ employee.
The one call center characteristic that interaction analytics is​ never going to​ cure is​ the​ difficulty many Americans have with service centers that have been outsourced to​ foreign nations .​
Dealing with consumer reps who have only recently been introduced to​ English is​ going to​ remain an​ often frustrating process - and duly recorded as​ such by emotion detection software.




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