A growing number of call centers rely on speech-analysis and emotion-detection software. This software examines large volumes of calls for key words and phrases, or changes in a caller's volume and pitch. It analyzes the data to help business owners understand customer motivations and measure levels of satisfaction. Some software can even alert supervisors if a customer's speech pattern deviates from a known good baseline.
Given how frustrating automated answering systems are, a more sensible approach might be to actually hire real humans to take the call. But don't hold your breath; according to Forrester, speech analysis and emotion-detection software is a $400 million market and growing. --Andrew Conry-Murray, firstname.lastname@example.org