Chatbots are based on programs designed to convincingly simulate how a human would behave as a conversational partner. However chatbots cannot yet replace the emotional engagement in a human conversation.
Thanks to new machine-learning techniques however, customers’ voices for signs of agitation or frustration can now be recognized.
For example call-center workers can receive real-time coaching from software that analyzes their speech and the nature of their dialogue interactions with customers. As they are talking to someone the software might recommend that they talk more slowly or interrupt less often, or warn that the person on the other end of the line seems upset.
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