Computers Teach Humans To Be More Human

The Wall Street Journal: “Can a computer program make humans more human? That’s the goal of new software aimed at making call-center agents better at their jobs by assessing performance on phone etiquette and social skills like empathy and patience … Cogito is one of several companies developing analytics tools that give agents feedback about how conversations with customers are going.”

“Its software measures in real time the tone of an agent’s voice, their speech rate, and how much each person is talking … That dance is sometimes out of sync, such as when an agent speaks too quickly or too much, cuts a customer off, has extended periods of silence or sounds tired … When the software detects these mistakes, a notification pops up on a window on an agent’s screen to coax them to change their strategy.”

“These tools don’t understand every nuance of what a person says—which, for now, might assuage privacy concerns about companies listening in on conversations and analyzing that data.”


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