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Telemarketers Use Emotionally Intelligent Software

Posted by ryuzaki0 on from the they-feel-you dept.

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?"

1 of 176 comments (clear)

  1. Re:trust the marketeers by phallstrom · · Score: 4, Interesting

    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.