In call centers, all your words is analyzed. By a robot.
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When Vincent Ferrari made his call to the AOL call center, he recorded his talk and posted on his blog — generating a lot of noise on AOL customer service, as you know. But he must have been recorded either. As other customers too, and as part of the emergence of technology analyzing customer says.
“Forrester Research estimates that annual sales of the emerging technology, known as “speech analytics” and “emotion detection,” amounts to about $400 million and growing”, reports the Washington Post (via textually). And according to specialists, the building blocks of speech analytics have been around for about eight years, but now, it’s really catching on.
And if you want to hack the system, you can start wrap your message with keywords, such as “Wow”. “The technology enabled FedEx, for example, to search calls from customers for the word “wow” to suss out really good, as well as really bad, customer experiences.” So keeping saying big words, you might end up pressure your ISP to move in your direction…
Oct 19, 2006 | By Nuno
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