This seems like it might work really well. We’ve evolved to be social creatures, and internalizing the emotions of others is literally naked into our DNA (mirror neurons), so filtering out the emotional “noise” from customers seems, to me, like a brilliant way to improve the working conditions for call centre workers.
It’s not like you can’t also tell the emotional tone of the caller based on the words they’re saying, and the call centre employees will know that voices are being changed.
Also, I’m not so sure about reporting anonymous Redditor comments as the basis for journalism. I know why it’s done, but I’d rather hear what a trained psychologist has to say about this, y’know?
Interacting with people whose tone doesn’t match their words may induce anxiety as well.
Have they actually proven this is a good idea, or is this a “so preoccupied with whether or not they could” scenario?
It’s probably the Jurassic Park effect
Have they actually proven this is a good idea, or is this a “so preoccupied with whether or not they could” scenario?
It’s businesses “throwing AI into stuff”, so I’m going to say it’s a safe bet it’s the latter.
Dang, swearing was one of my strategies to get the bot to forward me to a representative
This is giving me Black Mirror vibes. Like when that lady’s consciousness got put into a teddy bear, and she only had two ways to express herself:
- Monkey wants a hug
- Monkey loves you
Most of the time angry customers don’t even understand what they’re angry at. They’ll 180 in a heartbeat if the agent can identify the actual issue. I agree, this is unnecessary.
Yep, 100%.
In college, I worked at a call center for one of the worst Banks of America (oops, meant banks in America 😉). Can confirm that, and I dealt with a LOT of angry customers.
Based on my experience working in a call center, I wouldn’t call it unnecessary. People are fucked up.
It’s not an easy job, and it can absolutely be rough and frustrating. But knowing what your customer is saying is pretty important.
I did phones in a different century, so I don’t know whether this would fly today. But, my go-to for someone like this was “ok, I think I see the problem here. Shall we go ahead and fix it or do you need to do more yelling first?”
I can’t remember that line ever not shutting them down instantly. I never took it personally, whatever they had going on they were never angry at me personally.
Then again, I do remember firing a couple of customers (“we don’t want your business any more etc”) after I later became a manager and people were abusive to staff. So you could be right, also.
Haha while I love the line, that last part would quickly get you pulled into a talk with management.
I would laugh, and then tell you to never do that again.
I think I get what the article is saying, but all I can imagine is Siri calmly reading to me the vilest insults ever written.
Am I crazy or is 10,000 samples nowhere near enough for training people’s voices?
If you have pre-trained model or a classical voice matching algorithm as the basis, few samples might suffice.
If they’re going to do this, then customers can get support via text messaging right? They’re not going to have to call in to talk to a computer to have their voice turned into text for an agent right?
This isn’t about asymmetrically wasting the time of the customer so they don’t call support at all, right?
The biggest problem I see with this is the scenario where calls are recorded. They’re recorded in case we hit a “he said, she said” scenario. If some issue were to be escalated as far as a courtroom, the value of the recording to the business is greatly diminished.
Even if the words the call agent gets are 100% verbatim, a lawyer can easily argue that a significant percentage of the message is in tone of voice. If that’s lost and the agent misses a nuance of the customer’s intent, they’ll have a solid case against the business.
I see no problem: they can record the original call and postprocess it with AI live for the operators. The recordings would be the original audio.
Besides providing verbatim records of who said what, there is a second can of worms in forming any sort of binding agreement if the two sides of the agreement are having two different conversations.
I think this is what the part about the missed nuance means.
In my country, 99% of the time you contact technical support, a poorly made bot responds (actually it is a while loop) with ambiguous and pre-written answers, and the only way to talk to a human is directly by going to the place in question, so nothing to worry about that here.
So what you’re saying is that we need AI do interface in-store as well? /s
