From Slashdot, an article suggesting that call centers may be using emotion detection software to tell when customers are annoyed. I'm not really sure what they're doing with this; if they already have a human on-line, humans are much better at detecting annoyance than machines are. If they're using it to identify "this person is getting pissed, move them up in the voicemail queue," that seems like one of the worst perverse incentives I've seen in a while. It makes me think of Crowley's antics from Good Omens.
Miscellanea
From Slashdot, an article suggesting that call centers may be using emotion detection software to tell when customers are annoyed. I'm not really sure what they're doing with this; if they already have a human on-line, humans are much better at detecting annoyance than machines are. If they're using it to identify "this person is getting pissed, move them up in the voicemail queue," that seems like one of the worst perverse incentives I've seen in a while. It makes me think of Crowley's antics from Good Omens.
- Post a new comment
- 11 comments
- Post a new comment
- 11 comments
-
zunger: ←And another thing - zunger: →Silly buggers
