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(The Week)   Call centers use artificial empathy program to determine a caller's mood and personality, enabling cable companies to tell whether a customer is angry, furious or just irate   ( divider line
    More: Spiffy, cable company, artificial intelligences, deep dive, data mining  
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2790 clicks; posted to Main » on 16 Jan 2014 at 10:13 AM (3 years ago)   |   Favorite    |   share:  Share on Twitter share via Email Share on Facebook   more»

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2014-01-16 10:20:28 AM  
2 votes:
"Then, when you are finally connected to a sales representative or customer service professional, Mattersight takes its analysis of your personality, compares it to the personality profiles of the call center employees that it has on file, and automatically connects you with the service agent that you are most compatible with."

And the best match for me is some guy in the Phillipines with the thickest accent EBER!
2014-01-16 10:17:40 AM  
2 votes:
That's why I use DirecTV. I don't want my dad to get punched over a can of soup
2014-01-16 01:44:57 PM  
1 vote:

NicktheSmoker: Guess they just ignore what it tells them then.  Spent three days this past week trying to get my internet working and Comcast tech support is horrible.  Finally got a guy Tuesday night that knew his stuff and was up and running in 20 minutes.  The previous support agent had great gems like "try another plug for my modem that is lit up and getting power"... I wanted to hit that one.

No, the system worked perfectly. The company being Comcast, however, they deliberately used the results to match you up with the rep you'd *least* like to work with.

Because... Comcast.
2014-01-16 10:50:21 AM  
1 vote:
Describe in single words only the good things that come to mind about ... your mother.
2014-01-16 10:36:23 AM  
1 vote:
Phone sex lines have been using that for years.

When I founded Kiss-a-Nerd-Electronically, training fellow IT colleagues to recognize emotion required a color coded board that the AI software lit up so the phone worker would know which script to read from.

Both Homeland Security and the Daily Show borrowed this idea.
2014-01-16 10:28:02 AM  
1 vote:
If you want to hear more about our other products press 8.
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