Call center software can now identify everything from anger to dissatisfaction in the voices of customers. Since call centers are all about voices, it makes sense to analyze those voices in order to provide better customer service. The field of voice analytics, in fact, has become a big business. Both through recorded calls and through real-time and near-real-time analysis, call center agents and managers have access to an unprecedented amount of information about the person on the other end of the line.
I'm wondering how deeply customized can this be? Different contexts yield different intonation and thus can perhaps lead to erroneous interpretations, no? How is this countered?
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Voice of the Customer: Analyzing What People Say and How They Say It
Posted by: Vivian Wagner January 2, 2013 05:00 AMCall center software can now identify everything from anger to dissatisfaction in the voices of customers. Since call centers are all about voices, it makes sense to analyze those voices in order to provide better customer service. The field of voice analytics, in fact, has become a big business. Both through recorded calls and through real-time and near-real-time analysis, call center agents and managers have access to an unprecedented amount of information about the person on the other end of the line.