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?"

emotionally intelligent software

[56ker]

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*

It's not for telemarketers...

[NineNine]

... it's for the damned Indians that American company managers seem to think are a good replacement for American people. I swear, they speak perfect English, but I can repeat myself 10 times in a very clear, understandable way to Indian call takers, and it just doesn't register with them.

Specific case: I use Miva Merchant. All of their support is Indian. I called with a technical problem (where are the instructions for this section of software), and I ended up giving up because none of the Indians could understand what I was talking about. I even asked a few of them if they knew what "Miva Merchant" was because I would ask them about this, and it wasn't in their script, so they had no idea how to handle it. I tell ya'... the English is there, but the brains aren't. So maybe this new software could help them. More importantly, maybe it will help ME get my problems solved!

Re:trust the marketeers

[phallstrom]

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.

My Personal Telemarketer Script

[cgreuter]

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.

Similar to the device for asperger's?

[misleb]

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

Re:Girlfriend

[Kozar_The_Malignant]

My girlfriend's latest answer to telemarketers, "You know my name, my street address, and who my mortgage is with. That scares me. I think you might be a stalker. If you call me again, I will report you to the police." It seems to have the desired effect.

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

[nizo]

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.

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

[Alef]

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?

[Gojira Shipi-Taro]

...I WANT YOU LYING SHIT-WEASELS

In the Technical support call center I worked in nearly 10 years ago, we had a button on the phone that would be pressed as soon as the caller became abusive. The call immediately was dumped to a special recording queue, priority attention from supervisor, and disconnected. Further contact from that customer would go directly to our Legal department. At that point they would no longer be permitted to talk to support personel.

I doubt companies are that protective of their trained support techs (hell I doubt they're as highly trained in most companies anymore, all our support near me is well above "first line" type support) anymore.

I'm actually guessing that part of the need for this software is that many first-line types are not only overseas in India or the like, their understanding of English is recent enough that they don't have a grasp of the cues that a native speaker would pick up on long before the software was necessary.

Thank %DIETY% I'm not in Support anymore