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 (536) / obscene language (0) / hotlines (0) / call centers (0) /

 

Feature stories

7 Dec '16
In spite of all current problems and adverse external...
2 Nov '16
Search (News archive - 21023)
Advertising
ARCCoM
Advertising
RBTH_Kendrick
Advertising
Hi-tech Technopark Association of Russia
Advertising
ITMO University

Latest News

24 Jan '17
A collaborative team that brought together MIPT...
23 Jan '17
The top university in the Urals is developing what...
20 Jan '17
A scientific team at the Siberian Federal University...

Most read stories from last week

24 Jan '17
A collaborative team that brought together MIPT...
23 Jan '17
The top university in the Urals is developing what...