Advanced Speech Technologies – Peril or Promise?

HAL 9000Enterprises are starting to deploy advanced speech technologies that can identify when a customer is angry, confused or even lying. By listening to call center feeds, these applications are often able to troubleshoot a given situation or route the call to a live agent with a specialization in solving critical problems.

But this nascent technology doesn’t always predict correctly—potentially causing even greater customer frustration. Are advanced speech technologies more peril than promise?

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