This Call May Be Monitored for Tone and Emotion
Mar 20, 2018•9 min
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Episode description
We all know how it feels to be low on energy at the end of a long work day. Some call-center agents at insurer MetLife are watched over by software that knows how it sounds. A program called Cogito presents a cheery notification when the toll of hours discussing maternity or bereavement benefits show in a worker’s voice. “It’s represented by a cute little coffee cup,” says Emily Baker, who supervises a group fielding calls about disability claims at MetLife.
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