Call Center Algorithm Matches You to Your Perfect Customer Service Representative
- 10 years ago
In the first few seconds being on the phone, a screening technology can figure out what you’re all about and match you with your ideal customer service representative.
In the first few seconds being on the phone, a screening technology can figure out what you’re all about and match you with your ideal customer service representative.
It’s called Mattersight, and you may have already been profiled by it without even knowing.
How much it learned about you is also hard to say for sure.
It works by identifying, logging, and characterizing a number of signifiers it finds in your voice.
Those include tone, volume, the number of pauses, and the speed of responses.
It assigns a personality profile to you extrapolated upon by algorithms, and before you know it – or more likely don’t – it truly gets you.
That means that your profile can be fed into another bank of data and your future interactions with the company and its people can become increasingly tailored to your tastes.
According to the company’s site, they can also tailor the system to help with matters such as student retention, predicting fraud, and allow businesses to “monetize every second of human interaction.”
Thus far, they say they’ve analyzed over a billion interactions.
In the first few seconds being on the phone, a screening technology can figure out what you’re all about and match you with your ideal customer service representative.
It’s called Mattersight, and you may have already been profiled by it without even knowing.
How much it learned about you is also hard to say for sure.
It works by identifying, logging, and characterizing a number of signifiers it finds in your voice.
Those include tone, volume, the number of pauses, and the speed of responses.
It assigns a personality profile to you extrapolated upon by algorithms, and before you know it – or more likely don’t – it truly gets you.
That means that your profile can be fed into another bank of data and your future interactions with the company and its people can become increasingly tailored to your tastes.
According to the company’s site, they can also tailor the system to help with matters such as student retention, predicting fraud, and allow businesses to “monetize every second of human interaction.”
Thus far, they say they’ve analyzed over a billion interactions.