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Spotting Irate Customers with 'Emotion Detection'

By Xeni Jardin
Published November 7, 2006 at 1:00 PM EST

New "emotion detection" software could help companies detect when their telephone customers are starting to get angry.

A high-tech company called NICE systems has developed software that records calls and listens for emotional signals that the call is going badly. It could be valuable to Fortune 500 companies, because it would help them spot problems in customer support and improve their service.

Day to Day technology contributor Xeni Jardin reports on how the software works, and whether it is effective in calming an angry customer.

Copyright 2022 NPR. To see more, visit https://www.npr.org.

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Xeni Jardin
Xeni Jardin can be heard on NPR’s Day to Day, offering technology insights for listeners nationwide. Jardin is also a contributing writer for Wired Magazine, as well as a tech culture journalist and co-editor of the collaborative weblog BoingBoing.net, the award-winning "Directory of Wonderful Things."