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.
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