Speech Technology Magazine

Working Solutions and University of Texas at Dallas Collaborate on Research Project

A new speech analytics research project aims to automatically detect customer anger and emotion during calls to ensure dissatisfied customers are immediately escalated to a supervisor.
Posted Mar 2, 2009
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WS iNet, a provider of hosted contact center solutions, announced a joint research project with the University of Texas at Dallas, targeted to automatically identify, in real-time, callers who display anger or emotion during a call to a customer service agent.

The goal of the project is to develop software that will notify supervisors and managers when a customer may be angry or upset with their level of service. Enabling supervisors to act immediately while the customer is still on the phone will ultimately increase customer retention and customer satisfaction.

"We are pleased to be working with the University of Texas at Dallas on this exciting project," said George Platt, executive vice president and general manager of WS iNet. "Dr. John Hansen, with the university's Center for Robust Speech Systems, and the University of Texas at Dallas are recognized leaders in speech and speaker analytics research."

Anticipated outcomes of the research project include saving at-risk customers and improving customer satisfaction.

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