11 Dec, 2011 @ 11:10
1 min read

The call centre that understands you

WE all know what it’s like feeling irritated during those exasperating call centre enquiries.

Well, now clever new software developed in Spain works out exactly how you’re feeling when you ring up about that broken washing machine or complicated tax enquiry – simply by the tone of your voice.

Scientists at Madrid and Granada universities looked at anger, doubt and boredom present in callers’ voices, and explored ways of adapting automated dialogues to users’ emotional states.

Parameters included tone of voice, speed of speech, length of pauses and ‘energy of voice signal’.

The scientists found calls using the new technology were shorter and more successful.

“Thanks to this new development, the machine will be able to determine how the user feels and how they intend to continue the dialogue,” concluded computer science expert David Grill.

Eloise Horsfield

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