Call Centre Software reads emotions
By Techgirl

Have you ever lost it while talking to a call centre operator? And later wished you had just escalated your complaint to a more experienced Team Leader with a better idea of the product and service you were having a problem with? Even though most BPO Agents are trained to detect angst in angry callers and take remedial action, it is easier said than done. 

Each of us has certain limits of knowledge, peace and good judgment. And when these give, an angry client gets angrier.

Now Israel-based Exaudios has developed a technological platform MagInify that it claims ‘represents a major advance in understanding emotions conveyed by voice. This allows contact centers, in ways that did not exist until now, to significantly improve their capabilities and effectiveness. MagInify provides contact centers with tools that can increase the effectiveness and ability of contact center representatives to significantly increase sales (by 15% or more) and provide a higher level of service based on understanding a customer’s underlying emotional state’.

Apparently, this software increases ‘call effectiveness by identifying "idle talk" at the start of a call while targeting calls that justify investment (a good chance for closing a sale, real need for the service, etc.).’

Apparently, this software can even read the customers voice well enough to ‘recommend’ transfer of call to another Agent or Supervisor.

The team behind this Israeli company have quite a few doctorates between them and experience working with giants like Oracle and SAP.

Lan Lossos, who co-founded Exaudios, has a PhD in Neuropsychology from Israel which she followed up with a Fellowship at Harvard. Her resume on the site says that he even sits on the board of Gold-Gate GmbH (Munich, Germany) - a marketing consulting company specializing in emotional incentives.

Anyone who has done a Phd and sits on the Board of Directors of a German company which specializes in ‘emotional incentives’  knows more about human psychology than me. 

But what if this software develops a virus?  Will the rogue software start using Ma and Bahen abuses to Indian customers who ring the call centre?

Techgoss note: Techgirl is a senior Tech journalist who reports on the IT, KPO and KPO Sectors for a leading media house.  In her spare time, she dabbles in satire in her blog http://techgirltalk.blogspot.com