Legal Research

"Customer Service Technology Can Monitor Your [Client's] Emotions"

This post was written by Cheryl: "Just imagine being a customer service representative and having the ability to read and monitor a customer's emotions so you know exactly what to say and when to say it. If a computer program could tell you such descriptive phrases as "Struggling to contain excitement," "Getting angry," or "Warm and fuzzy," you would know how to address each individual customer to maximize customer service excellence.

And that is what the new computer program called Magnify may be doing. The software is able to predict how interested a customer is in one's product and when to stop, within a minute  if a customer is getting angry; the computer will then suggest the representative end the call. Of course, a customer service representative doesn't need a computer program to tell them how a customer is feeling when he starts screaming in the phone, but Magnify claims it can predict that outcome before it actually happens..."

Continue reading this interesting post by clicking on the author's name.

Source: Service Untitled, 27 May 2010. © 2006-2010 Service Untitled Group,

reproduced with permission of Douglas Hanna.

Full post as published by Stark County Law Library Blawg on June 02, 2010 (boomark / email).