Listen: Tech determines customer emotions, intentions by tone of voice

Customer service systems often automate call recording and processing analysis, but you can tell a lot by detecting just the tone of a conversation. 

Los Angeles-based Behavioral Signals says its technology is more effective than humans at determining empathy and intention. Rather than attempting to detect the actual words being said and how they’re used, there is the “acoustic” content of a conversation, Chief Executive Rana Gujral tells Bank Automation News in this episode of “The Buzz” podcast, which provides a brief intro to the technology. 

Behavioral Signals was founded in 2016 and with its tone determination technology, the company seeks to match each customer with the right service employee. 

“In a conversation, there are two big elements,” Gujral says. “One is the spoken word, and then everything else that’s behind the spoken word or beyond the spoken word.” 

Behavioral Signals’ technology measures conversational elements in real time, he tells BAN, and can place information in “buckets” of emotions, behaviors and propensities. From those elements and indicators, the company’s systems can determine tone and empathy 15% more accurately than a human. 

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