Software Decodes Customer Emotions Over the Phone

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Posted May 6, 2010 By -     Feedback

Some US-based call centers already use Magnify to decode the human voice and identify a person's emotional state over the phone.

Israeli-based company, eXaudios, has developed a computer program that decodes the human voice to identify an emotional state. Some US-based call centers already use Magnif to identify the emotions of a customer making the call. According to this MSNBC report, eXaudios is currently testing the software's use in diagnosing medical conditions like autism, schizophrenia, or heart disease.

"'When agents talk with customers over the phone, they usually focus on content and not intonation, unless the customer is screaming,' said Yoram Levanon, President and CEO of eXaudios, which recently won a $1 million prize at the Demo 2010 conference. 'If a customer is screaming, you don't need the software. But if we can identify the other emotions of a customer, we can save customers and companies money.'"

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