- by Broadway0474, Blogger
- 12/28/2016 11:19:15 PM
This is roughly similar to the move in customer service to offshore centers. Customers caught on that the people on the other line could barely speak their language, let alone catch cultural emotional cues. Sure, customer service is still offshore to a surprising degree, but I think many companies did learn a lesson and pulled their operations back to America. Probably the same cycle will happen when they go to terminators to answer the phone.
- by kq4ym, Data Doctor
- 12/28/2016 9:28:25 AM
As we all are on a spectrum of empathy and compassion it may be that even our "normal" customer representatives and other who must deal with emotions and reading others are not quiet as up to speed as we might think in that department. I'd guess that until most of us can accurately read emotions of others and know how to be compassionate and actually be so, it's going to be difficult to have machines learn and behave in such ways that may be useful anytime soon.
- by PredictableChaos, Data Doctor
- 11/1/2016 4:55:25 PM
Emotion is key to how people act. Since business is about predicting, understanding and influencing how people act, the efforts on Emotional Analytics will not stop anytime soon.
I do agree that we have a lot of work to do before human customer service reps have to worry about the bots being more capable of empathy.
- by dubyamick, Prospector
- 11/1/2016 10:22:36 AM
I agree with you, Louis. A question that needs to be asked other than 'Can we?' is 'Why?'. Emotional Analytics and the implication of using them is more than a 'business problem'.
- by louisw900, Blogger
- 10/31/2016 9:51:00 PM
Isn't Emotional Analytics an Oxymoron ? Aren't we having enough issues with non-emotional analytics ?
While this might be a interesting endeavor, if companies want to understand their customers better then just provide the services paid for.
Far more work needs to be done in this direction for sure.
- by SethBreedlove, Data Doctor
- 10/31/2016 8:45:16 PM
@ Magneticnorth. Good point, people differ greatly with emotionally intelligence and empathy. I wonder if this technology might be also used to read the customer service agents stress levels and insights on how to keep both the agent and caller happy.
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