If you’re forced to ring an inbound call centre, you want your call routed to the most useful person as quickly as possible. But do you want your voice analysed in real time to detect just how aggro you are?
Picture by Scott Akerman
Last week, I saw a demonstration of the Interactive Intelligence Interaction Analyzer software, which performs a real-time analysis looking for key phrases likely to indicate an annoyed customer (such as “frustrated”, “money back”, “sick of calling” and various swear words we won’t repeat here). If a call scores too highly, the call centre manager can opt to move it to a supervisor or take other actions.
Part of me thinks that anything which ensures I get to talk to someone who can actually help is a good idea. Part of me thinks I shouldn’t have to get angry in order to have problems resolved. What do you think?