Newly-evolving software is now making it possible for the computer to listen to a conversation, and by analyzing the patterns tempo, tone, pitch and more, it can identify various emotions. Once an emotion is identified, the information can be used in a variety of ways in order to provide better customer service. This could be a game changer for the CSR world, especially call-center-based work.
In a recent article on this new software, Amir Liberman, the CEO of Nemesysco, states: "The human voice is made of many repeating patterns. Everything that attracts your attention will generate a slight disturbance in these patterns. We look carefully at this voice chart, and we identify disturbances." Looking beyond just the voice patterns, it also “listens” to the words being said in order to complete the whole picture in its proper context.
Words alone are one thing and. considered on their own, only give a small piece of the picture. Adding tone to the scenario opens whole new doors of detection, giving a new avenue of better customer interaction. By determining the total sentiment analysis, technology can assist the needs of a caller and a CSR in various situations. Should a manager jump in to assist? Or perhaps analyzing the customer's prior account history, maybe the computer can make a suggested upgrade or discount for the customer.
In many ways, such a system could be more interactive in leading the CSR or manager into areas that would better handle the customer’s issues. Matthew Storm, the director of innovation and solutions with NICE Systems says:
"By using interaction analytics, we offer near-real-time analysis. We use those indicators to provide guidance to employees. What we typically do is use emotion indicators to provide guidance to the employee who is having the interaction. If a customer is getting upset, it might indicate [he's] going to churn or cancel the account. [Our system] allows the employee to give an offer that is customized."
Such technology makes me wonder if it will start appearing in our automated service systems. In the past, automated systmes have frustrated me to the point of exploding, so maybe if they add this technology in place it will allow the system to detect my frustration much sooner.
As I started reading the article, my mind immediately started wandering and brainstorming various ways that this technology could add to the CSR experience. I pondered briefly the idea of the technology detecting the amount of frustration or type of problem, and then pairing a customer and a specific CSR with a personality suited to the issue. As it turns out, that is exactly how the article close. Liberman says, “A next version might be to find the best person to deal with you. There are agents that have different personalities, and a system could match personalities. Then you could really provide different service and more intimate service." That could be a definite game-changer for those in the CSR career field.
Image courtesy of FreeDigitalPhotos.net
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