Japan Invents Emotion Detector

Digital Technology and Message One, two software developers, have spent
over five years studying several thousand angry customer calls. Thanks to all the irate customers they have listened to, the two companies have now developed software that can automatically detect when tempers are rising. They also detect when the operators are losing their grip on their business reserve.

[Kazuhito Yokouchi, Director of Digital Technologies]:
"Previously call centre monitoring systems could not monitor all incoming phone calls. They basically listened in to sample conversations and analyzed it. But our monitoring is done by machine and all calls are analyzed using the same standards - so it's a balanced analysis of phone monitoring."

The software, called DTC-VEmotion, rates the emotional state of callers
and phone operators into seven ranks by analyzing their choice of words, the
tone of their voices, speech speeds and lengths of silence.

Emotion analyzers -- initially developed from lie detectors used in the military -- can already be found in Japanese video games. According to Message One, this is one of the most complex ever to be built for the private sector.

The software is also being piloted by some companies as a barometer for their staff's sanity - alerting them to take breaks when they are too stressed.

[Kazuhito Yokouchi, Director of Digital Technologies]:
"A telephone operator gets pretty stressed out when dealing with several complaints from customers especially if they follow one after the other, so some people use our software to indicate when an operator needs to take a break."

The developers of the software say it could also be tweaked to analyze replies to
opinion polls to find out how truly enthusiastic or angry respondents are about certain politicians or policies.

Category:

Science & Technology

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[thramagen]

I think they need a invention to tell them when they have made an invention that does something that people can do more easily.

[jinnypigs4life]

maybe one of the most underrated inventions i have heard of so far

[D1Bubba]

Very good and helpful for my project, thanks