Monday, May 21 2018

This Call Center Software Detects Emotion - What Does This Mean for Jobs?

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Call Center

 

To say that call center agents spend a lot of time on the phone is an understatement. In most cases, their entire shift is dedicated to helping callers by answering questions and resolving issues. As the day wears on, it can be hard to maintain a level of enthusiasm, especially when the calls are some repetitive in nature. Additionally, fatigue makes it more difficult to judge the emotional state of the caller, which can be harmful.

 

Now, a software program called Cogito is looking to improve the call center experience for agents and customers alike. Here’s how.

 

Cogito Voice-Analysis

At its core, Cogito is software that analyzes the tone and pattern of the speaker’s voice, making adjustments based on word choice and even the length of time the line goes silent. It does this through robust algorithms supported by machine learning, allowing it to use data from other voice records to assess the status of a call as it progresses.

 

Cogito Call Center Software

When Cogito notices that a call participant, including agents or customers, has a voice pattern that suggests a potential problem, it alerts the call center representative.

 

For example, if it determines the agent's tone isn’t as cheerful, a notification that looks like a little cup of coffee pops up on the screen. This lets the representative know that their mood has changed, giving them a chance to refocus and correct it.

 

Similarly, if the software detects that a customer may be experiencing heightened emotions, either positive or negative, a heart icon displays. When they see the heart icon, the agent knows that the caller is having an emotional reaction and can adjust their approach if necessary.

 

 

What Does This Mean for Jobs?

Ultimately, Cogito isn’t designed to replace people in call centers. Instead, it functions in a support role, helping them assess how a call is going more quickly and efficiently so that quick action can be taken should the need arise.

 

The goal of software like Cogito is to provide customers with a better experience by bringing things to the attention of representatives that a person may have a more difficult time ascertaining. While an employee can certainly notice a heightened emotional state in a caller, they might not be as aware of their own tone. Additionally, the software may recognize changes in mood and cadence used by the customer more quickly than the agent, allowing them to intervene more rapidly to diffuse tense situations.

 

Some similar software offerings, like one from State Collection Service, can even display congratulatory messages to agents when it believes that a customer was satisfied with the interaction. These quick moments can help boost morale and confidence among agents, allowing them to be more effective at their jobs. Additionally, it can provide helpful tips, like steps to calm an upset customer, as soon as a potential issue is detected, giving the representative guidance when it is needed most.

 

In the end, software like Cogito isn’t going to replace workers, only give them new tools to help them be more productive and effective in their roles.

 

If you would like to learn more, the team at The Armada Group can help. Contact us today to see how our expertise can benefit you.