At the same time, we often unintentionally broadcast unexpected emotional signals that can easily lead to poor communication on the phone and make the other person feel uncomfortable. But a subsidiary of the Massachusetts Institute of Technology called Cogito is using voice analytics to help customer service representatives better understand how customers feel. The technology behind Cogito's enterprise products can predict the emotional state of customers by analyzing tone and sound patterns, and the technique is also used to identify signs of post-traumatic stress disorder (PTSD) and depression in veterans. Imagine that the same technology can provide a simulated version of empathy for computers and robots without the need for a huge imaginary leap. Cogito's analysis was developed because of the conflict. In 2001, Professor Alex "Sandy" Pentland of the MIT Media Lab was launching Media Lab Asia in India. MIT News has been tracking the company it helped create, and Pentland told MIT News: "I noticed that we have a lot of meetings -- especially the board of directors. Meetings - all very bad." Pentland speculates that the problem is the way people convey their ideas – not necessarily the words they use, but the tone and accent behind them. Because of this experience, Pentland is increasingly obsessed with quantifying how people talk, and it often contrasts sharply with what people say. That is to say, Pentland wants to understand the subtle clues hidden in language and tone, as well as the meaning of body language disclosure, which has nothing to do with the language itself. To help his work, MIT researchers developed what they call sociometers—using embedded sensors to name badges to track patterns of speech and body movements during conversations. Researchers can predict the results of interactions such as job interviews without the need to actually hear the words of the conversation, and the accuracy is exceptionally high. That is to say, as behavioral scientists have long believed, every interaction will have multiple levels of communication, many of which are independent of language. Pentland's research quickly turned to healthcare, and he found that speech analysis can help detect depressive symptoms or determine whether doctors and patients really understand each other in the process of interaction. Recently, the US Department of Defense's Advanced Research Projects Agency (DARPA) and the U.S. Department of Veterans Affairs have given Cogito funds to determine whether this technology can be used to indicate possible post-traumatic Veterans of mental stress disorder (PTSD) to help the Department of Services provide services more effectively. Cogito was founded in 2007 by Pentland in collaboration with former MIT MBA student Joshua Feast. In 2013, in a clinical study supported by the US Department of Defense's Advanced Research Projects Agency (DARPA), Cogito noted an increase in post-traumatic stress disorder (PTSD)-related attitudes among experimental participants who experienced the Boston Marathon bombing. . Of course, the money is invested in the company's products. About five million Americans work in call centers. Cogito created a product called Cogito Dialog that analyzes voice signals to determine factors such as customer engagement and frustration. The software provides real-time feedback to call center employees during the call, allowing them to adjust how they speak. A case study conducted by large health insurance company Humana showed that after using speech analysis tracking in calls, customer satisfaction increased by 28% and employee engagement increased by 63%. Pentland said: "When we listen to others, it helps us understand intuitively." Pentland said: "It can help people do better." Cogito's corporate clients include MetLife and other large insurance providers. Being able to promote communication and communication outside of language can have an interesting impact on diplomacy and conflict resolution, and will certainly improve our experience with artificial intelligence assistants and robots. Mining is the process of creating a block of transactions to be added to the Ethereum blockchain in Ethereum's now-deprecated proof-of-work architecture.
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Artificial empathy: Call center employees are using voice analysis to predict your feelings
The customer service phone can really... make people very angry. Part of the reason for this is that humans are often not good at reading subtle emotional cues, especially when there is only speech.