affective design

Exploring Emotional Design

Emotion Detection Software Used in Call Centers

Science Daily has an article on the increasing use of software to detect emotions in phone conversations by monitoring the volume and pitch of voices. If they have this technology in call centers, why don’t they do a better job of serving customers?…

Perhaps, by the time a caller has been transferred from the automated system, they’ve already become angry, and the chance to ensure a positive experience has been lost. I wonder when we’ll see these technologies applied more to voice interfaces for HCI? Do we really even want them applied?

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