Listen: Tech determines customer emotions, intentions by tone of voice
Tech is 15% more accurate than humans in tone, empathy determination
“Your call may be recorded for quality assurance.” Customer service systems often automate call recording and processing analysis, but you can tell a lot by detecting the tone of a conversation. Los Angeles-based Behavioral Signals says its technology is more effective than humans at determining empathy and intention. Rather than attempting to detect the actual […]
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