Telemarketers Use Emotionally Intelligent Software

eldavojohn writes "There's a new kind of software that's being used more and more. It's software that detects emotion and now it's being used in call centers. It's a $400 million industry according to Forrester Research that relies on volume, pitch and even the words & phrases being used. Are we inadvertently getting closer to software that can understand us by filling the needs of telemarketers who need to know when I'm upset that they just interrupted my dinner?"

Re:Please remove me from all lists your company ow

Computer: ADD LiquidCooled TO EVERY LIST

Re:Please remove me from all lists your company ow

ERROR Please speak clearly.
Could not compute "Dear aunt, let's set so double the killer delete select all"

They need software to tell them I'm upset?

As if a telemarketer will need a computer to tell them I'm pissed off when I feed them a stream of obsenities for calling my mobile phone. Oh wait, I guess the retarded telemarketers might need a computer for that. Oh wait, that catagory includes all telemarketers, and the rocket scientists who thought that annoying people was a good way to get them to buy stuff.

Re:They need software to tell them I'm upset?

No they don't. The headline is bogus.

Telemarketing == Outbound Call Center
Customer Service == Inbound Call Center

Which does this sound like:

Health insurer Wisconsin Physicians Service, for example, uses the technology to scan automated phone calls for "Medicare" and "confused" to find calls from seniors with Medicare questions.

And this?

Roger Woolley, vice president of marketing for speech analytic software seller eTalk, of Irving, Texas, said subtler systems are used to identify when an angry customer is preparing to cancel services.

I think a telemarketer can judge for himself whether or not you're upset. (And promptly ignore you.) This system is intended for support calls, where the customer service rep might not realize that they need to take action to prevent the loss of your business. Presumably, the system would automatically flag a manager if it calcualted that the customer was getting frustrated.

Considering the number of inexperienced customer service reps that companies employ, it's probably not a bad idea. Especially since it's currently difficult to auto-route "easy" vs. "hard" calls between the experienced and inexperienced employees.

Editors: Can we change the headline?

Re:They need software to tell them I'm upset?

>Customer Service == Inbound Call Center

Me: I've been on hold for 49 minutes, and you're the third unhelpful person I've talked to. You fucked up my order, and it's been a month since you promised to fix it. No! I don't want to place a new order. I WANT YOU LYING SHIT-WEASELS TO DO WHAT YOU PROMISED THREE MONTHS AGO. I've already told fifty people at work what rat-bastards you are, posted a 5000 word screed on your perverted business practices to 13 business related blogs, and I'm getting ready to tell the Taliban that your compnay is a front for an Israeli arms manufacturer.

Them: Sir, the software on my computer is informing me that you are beginning to be upset with my fine employer. Let me put you on hold while I see if I can't find someone to help you place a new order.

Re:They need software to tell them I'm upset?

This system is intended for support calls, where the customer service rep might not realize that they need to take action to prevent the loss of your business. Presumably, the system would automatically flag a manager if it calcualted that the customer was getting frustrated.

So, essentially, the more frustrated and angry you sound, the better support you'll get...?

Re:They need software to tell them I'm upset?

I was about to post the exact same thing, and then got to thinking that perhaps they're not screening for angry repsonses, but rather those that may come across as "vulnerable". Most telemarketers I've spoken with (either commercial or for charity) have been akin to dealing with a strange and dangerous animal - in other words, they can smell fear (or rather, indecisiveness, malleability, etc.).

Re:They need software to tell them I'm upset?

I have mental visual aids to help deal with telemarketers. Whenever I get a call from a telemarketer I automatically picture some guy beating baby seals to death. Not only does this keep me from falling for their scams, but they usually stop calling after hearing me scream, "stop beating them to death!" at the top of my lungs.

Dinner? What's that?

...telemarketers who need to know when I'm upset that they just interrupted my dinner?"

I thought this forum was for IT workers. IT workers NEVER make it home in time for dinner.

Obvious mappings

If ( customer.words.contains( "Sh*t, F*ck, Damn, Hell){

return SELL_MORE;

}

Still skewed by the people motivating it.

emotionally intelligent software

Does anyone else see the irony and humour in the article finishing with the line: "said subtler systems are used to identify when an angry customer is preparing to cancel services." - followed by a related headline of "liquid explosives detection device created" *grins* As if the people getting frustrated at wanting to cancel will resort to more extreme methods. *grins*

the future

automated telemarketer calls Phantom

*ring ring*

automatic secretary picks it up
"Hello, this is Phantom's answering service."

"I'd like to talk to Phantom."

"He's not in right now, may I take a message."

"This is QRX credit card services.."

answering service cuts off "He does *not* need another credit card"

"M'am, I can tell you are getting upset right now, but this is a really good deal."

"Cut the crap; NO!"

"Well, maybe you need some credit. He treat you well enough? Maybe we could keep that between the two of us.."

"tell me more..."

Telemarketers?

I read two of the links, and nowhere did it actually mention telemarketers. It seemed to indicate it was more related to customer contact things where the customer is calling about their service, and getting frustrated with the voicemail maze or the person on the phone with them. Like when you're calling your cable or phone company.

While we all hate telemarketers here on Slashdot, I'm not convinced either of the stories is referring to them particularly.

Cheers

Re:Telemarketers?

I don't know about Charter, but I do know that MSP (Medical Services Plan in canada) does this. For 15 minutes I tried to wrestle with the voice activated menus they have, and absolutely could not figure out how to speak to a representative. Well eventually I just got pissed and started swearing at the thing. It paused for a while, then said "Ok, a representative, one moment please"

Best. system. ever. :)

Caller ID

Seriously though, does anyone pick up the phone any more if you don't recognize the number?

Abusing Telemarketers

I'm not sure how we can use this new technology to further abuse telemarketers, but I have faith that the geeks of the world will find a way!
Personally, I think it would be useful to simply confuse the software by saying horrible things in honeyed tones. Especially things that use phrases that the programmers probably wouldn't have thought to include in the code to detect annoyance. "Sure, you can tell me about your companies products, after I force you to watch as I bathe in your offsprings viscera".
You know, ever since I dropped my land line and just stick with a cell phone, I kind of miss having telemarketers to abuse...guess I'll just stick to abusing spammers.

"Emotionally intelligent" ...

one of the truly great oxymorons...

Where does it say telemarketers?

I don't see anywhere that mentions telemarketers at all (except in the "summary"). The article only mentions call centers, which are more likely to be customer service centers than someone trying to sell you carpet cleaning.

This could potentially be a good thing for the public. If you could measure how upset people get by certain people, then you could fire the ones that make people the most upset. Of course this could also lead to other problems as the goal of support is to solve peoples problems, not make them feel nice.

It could also be a bad thing. Imagine if your called up customer service a few times in a bad mood, and the system flags you as a problem child (or maybe you're just a false positive as it isn't perfect). You then always get treated like you're a jerk.

Better Article - Washington Post

Link [washingtonpost.com]

Even so...

It will never be able to detect sarcasm.

Entertainment

But then how will we be able to hear quality calls such as this one? [vox.com]

Mirror

So will the telemarketers turn this emotional software on themselves?

Output:
Subject: Telemarketer
Aparent Emotion State: Cheerful
Real Emotional State: Depressed and soul crushed.

-Grey [wellingtongrey.net]

My Personal Telemarketer Script

Telemarketer: Hi, I'm calling from $COMPANY to offer you $DEAL.

me: I'm not interested.

Telemarketer: May I ask why?

me: Because they're using telemarketing to try to sell to me.

Telemarketer: $LAME_EXCUSE. Goodbye.

I don't see how emotion analyzing software is gonne get them out of that.

$400 million

They invested $400 million in an emotional analysis program using pitch, loudness and so on.

So next time they call start smiling and in a soft polite voice say "FUCK YOU" and hang up.

Similar to the device for asperger's?

I seem to recall a new device for people with aperger's/autism to help clue them in on the feelings of others. I believe it worked on visual cues. I bet this would be a pretty good addition. Especially for phone calls.

-matthew

Customer Service Emotions

"Hello, Microsoft Customer Service."

"Why is windows accusing me of stealing it?"

"Sir, I can see you're feeling... 'furious' ... I am sorry. The Windows software is only trying to protect you from piracy."

"Wha... what? How am I threatened by pirates?"

"I understand you are... 'confused' ... Allow me to help. Windows is simply ensuring that you have a genuine, complete, unbroken copy of the software."

"So windows is making sure I can use my computer by not allowing me to use it?"

"We simply want to ensure you do not accidentally have an illegal copy of windows from a source that is not trustworthy."

"You want me to prove I'm not guilty so that there's no chance you're not making money? Why you..."

"Sir, you seem to be feeling... Um, there are too many emotion words scrolling on the screen, I can't read them fast enough. Oh shit, I shouldn't have told you about the emotion words."

"I. Will. Kill. You. Dead."

"Ok, looks like we've settled on 'furious' again. Do you have a credit card handy? Sir?" (It looks like he hung up. Now the screen is telling me to lock the call center doors.)

Press one ...

...if you are getting angry.
Press the octothorpe if you are confused.
Repeatedly press 6 if you are impatient.
Press any key to be returned to our on hold music.

Re:trust the marketeers

I dunno... I did some work for a 911 dispatch training program, part of which involved slicing up a lot of actual calls. What I was working on was for cardiac arrest calls and I found it amazing how calm some callers were.

"My address is xyz. My husband is lying on the floor not breathing. The front door is open. We are in the bedroom. Please tell me what to do."

Others of course were hysteric, but not all of them.