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Artificial Empathy Bots Via Phone Support

Are you the kind of person who prefers to be chatty on customer service calls, or do you like to get right to the point? Do you prefer to be led through an explanation every step of the way, or do you prefer that the person on the other end just shut up and “do what they need to do”? Do you prefer person-centered explanations, or technical explanations? Are you outgoing, or are you shy? Believe it or not, there is a computer system out there that can figure out the details of your personality and interaction style after listening to mere seconds of your phone calls. In fact, this may have already happened the last time you called a customer service line. There is no way you would ever know. Mattersight … Read entire article »

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