Emotion-Detecting Software
Sarah Perez on April 12th, 2005
A company called "Nice Systems, Ltd." has just introduced
software called "Perform" that detects unhappy callers. The software creates a
baseline during the first 5-10 seconds of the call and any deviation from that
triggers an alert. If an alert is triggered, the software emails a supervisor,
who listens to a recording of the call, and then calls the unhappy customer
back. Additionally, users of the software can configure its parameters as to
various words and phrases that would constitue an alert: "cancellation" or a
competitor’s name, for example. Who’s onboard? FedEx, for one. Well, at least now you don’t have to ask for a
supervisor…the supervisor will call and ask for you! Talk about
proactive!
Follow the conversation at YackTrack!
Kick-ass! Now what happens when you call the Customer Support Rep a @!^#ing *!@^ball? Does it trasnfer you to the supervisor?
Sounds good but sounds like it is going to create a LOT more work for supervisors! Can you imagine being the supervisor of a customer service department and having to pretty much be at your desk all the time to listen to phone calls?