Jerk-O-Meter to Meter Jerks

prostoalex writes "The Jerk-o-Meter from MIT will analyze voice patterns of phone conversations and display a relative value of jerkiness factor on the scale of 0 to 100. For now, the Jerk-O-Meter is set up to monitor the user's end of the conversation. If his attention is straying, a message pops up on the phone that warns, 'Don't be a jerk!' or 'Be a little nicer now.' A score closer to 100 percent would prompt, 'Wow, you're a smooth talker.'"

Comments

Testing

[Mattygfunk1]

This would be great for getting the percieved "attitude" out of tech support calls.

Apparently testing it on -1 rated /. comments blew up a prototype. :)

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Re:Testing

[Vo0k]

Attach the device to both sides of the phone and include in your company policy: "The consultant is free to hang up when the jerkometer shows the customer has reached 75 jerk points. In case the jerkometer detects above 75 points on the consultant side, you're being automatically forwarded to higher level tech support, and any charge for this session is being cancelled."

Re:Obligatory

[zopf]

Well... actually... http://web.mit.edu/newsoffice/2005/nanocell.html

They're getting closer.

Re:as if working on the phone didn't suck enough

[Vo0k]

Well, not necessarily. There are basically 4 groups of customers:
- With a clue, nice. They ask you a specific question and expect specific answer. Easy to deal with if you know your job. If you are a moron, jerkometer could work against you, deservedly. Few, pleasure to deal with if you have a clue. Usually people who have worked in user support.
- With a clue, jerks. They want more to unload their frustration than to have a problem fixed, and for example set you a task they found unsolvable earlier, trying to earn you "dissatisfied" ticket, etc. Not easy to get rid of. But if you're an ace, you'll beat them with their own weapon proving them they are morons after all. (say, give them a page number in the manual together with the answer to their "unsolvable".) Most of tech people that get frustrated with something that isn't directly your fault, but, say, your company's. Generally, pain in the ass but luckily few.
- Clueless, nice. Usually victims to support jerks - they are desperate to get help, and you are their last hope. They hate tech, but withstand the suffering quietly (sometimes with a smile) as you guide them through, and are grateful if you solve the problem. Difficult, challenging (sometimes in a painful way) but generally okay. Bunch of moms, secretaries, grandmothers, tech people new to given field etc.
- Clueless jerks. They think they know better, but they don't. So, you're in pain because even if you know the solution, they won't accept it and make it all as painful to you as they only can. These would be best filtered through the system. Less time wasted, better success ratio (they wouldn't count towards the success average) and if you're told by a machine that you're a jerk, you may rethink what you do.

Re:Calling home

[Darkman, Walkin Dude]

Not trying to be flamebait here, but I just don't get dyslexia. I mean, you're an engineer, you need to be able to see and recognise complex specifications and long strings of numbers with extreme accuracy. What is so different from normal language use? See the string of letters, recognise them individually, and compare them to the known string mentally. Where's the problem?

Don't get me wrong, I'm no stranger to communications problems, having a semi serious speech impediment myself (which hasn't stopped me founding and running my own successful business by the way), but thats related to nervousness around other people, basically a nervous twitch. I just have difficulty with relating a perfect ability to understand and work with complex technical specifications in terms of the written word, and normal language. The only reason I can see is the degree of application given to each.

Re:Calling home

[Legion303]

"I just don't get dyslexia. I mean, you're an engineer, you need to be able to see and recognise complex specifications and long strings of numbers with extreme accuracy. What is so different from normal language use?"

That's kind of like asking someone with Down's Syndrome why he doesn't talk like most people. Dyslexia is a genetic and neurobiological problem. I have it myself, which is lots of fun when I'm on IRC, because when I type "teh" it's not because I'm trying to be funny.

I've trained myself to proofread everything I write very carefully (but like the OP, some things still get through occasionally). Words that I know how to spell (like "occasionally," coincidentally enough) end up being misspelled half the time anyway because of the dyslexia.

As for how he can do well in engineering with dyslexia...google is your friend. Apparently engineers have a high rate of dyslexia relative to other professions.

Re:as if working on the phone didn't suck enough

[rob colonna]

After working 4+ years in support for some high-end software, that classification is dead on target with the exception of one addition: the people who want you to do their work for them/provide an excuse for them to not do their work.

This device would have gotten me fired, for sure, considering that dealing with 3 out of these 5 classes of callers caused me to become a real arrogant bastard on the phone.