In a Mood? Call Center Agents Can Tell
In a Mood? Call Center Agents Can Tell | NYTimes.com
But now, new techniques in computational voice analysis are promising to help machines identify when smiley-sounding phrases like Mr. Jobs’s belie frustration and grief within. Although the software is still in its early phases, developers like Beyond Verbal, a start-up in Tel Aviv, are offering the nascent technology as a deeper approach for call centers and other customer services that seek to read and respond to consumers’ emotions in real time. The company says its software can detect 400 variations of different moods.
Jobs talks about the iPad | YouTube