Central regions | Transport, logistics | Technology & innovation

Moscow call centers to feel emotions of callers and operators

25 Jan '16
On Moscow hotlines, a special IT service has been introduced to recognize the emotions of a caller, portal Geektimes.ru reported.

The new software can reportedly analyze the overall emotions experienced by a caller, and also recognize obscene language. If such words are used, a specially trained call center employee joins the conversation.

To track any changes in the voice of an operator, the service is said to be able to match the speech against a reference voice record, either male or female.

The software is expected to not only track down callers that abuse hotline services but primarily identify incompetent call center operators. They can be removed from their positions if unprofessional conduct has been noticed.

There are about 30 major hotline services in Moscow now, which receive an estimated 1.3 million calls a month.
Publish in Twitter
Write to Facebook
Google Buzz
Write to LiveJournal
Show in MM
Share MK
COMMENT ON THIS STORY
Find Related Content

Locations:

Tags: Moscow (579) / obscene language (0) / hotlines (0) / call centers (0) /

Latest News: Central regions
14 Aug '18 | Transport, logistics | Finance, business
13 Aug '18 | Finance, business | Technology & innovation
8 Aug '18 | Energy, utilities | Technology & innovation
 

Feature stories

7 Jun '18
Russian scientists have come up with a new method of...
3 Apr '18
In regions most of European Russians will hardly ever...
21 Nov '17
Russian scientists have come up with what they say is...
Search (News archive - 21265)
Advertising
RB_Partners_Report
Advertising
gcvsymposium
Advertising
Independent Software Developers Forum
Advertising
Marchmont News

Latest News

14 Aug '18
Russia’s Internet Initiatives Development Fund is...
13 Aug '18
VEB Innovations, a subsidiary of Russia’s VEB Bank,...
8 Aug '18
A Skolkovo team has come up with a proprietary...

Most read stories from last week

13 Aug '18
VEB Innovations, a subsidiary of Russia’s VEB Bank,...
14 Aug '18
Russia’s Internet Initiatives Development Fund is...