What happens to calls that are ‘recorded for quality assurance’

atEver wonder if anyone is listening to your customer service complaints? At AT&T, the answer might surprise you.

The telecom giant is currently experimenting with a new software system that transcribes customer calls. Using machine learning, AT&T’s system offers feedback in close to real time to help company reps.

The system can even detect customers’ emotion, and it offers an interactive database that employees can query for insights on the kind of calls they’re getting.

Say AT&T starts getting a bunch of angry calls about service quality from customers in a specific neighborhood.

The system can detect those complaints and chart them by location, allowing employees to isolate the problem and quickly brief customers on the situation. It can even anticipate the kinds of questions a customer might ask so reps can be ready with the answers.  More

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