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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?"

5 of 176 comments (clear)

  1. They need software to tell them I'm upset? by MECC · · Score: 5, Insightful

    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.

    --
    "We are all geniuses when we dream"
    - E.M. Cioran
    1. Re:They need software to tell them I'm upset? by curecollector · · Score: 5, Insightful

      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.).

  2. Telemarketers? by gstoddart · · Score: 5, Insightful

    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

    --
    Lost at C:>. Found at C.
  3. Re:Please remove me from all lists your company ow by LiquidCoooled · · Score: 5, Funny

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

    --
    liqbase :: faster than paper
  4. Customer Service Emotions by CopaceticOpus · · Score: 5, Funny

    "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.)