U Texas Dallas and Working Solutions To Research Mad Customers

  • By Dian Schaffhauser
  • 03/09/09

The University of Texas at Dallas will be collaborating on a joint research project with Working Solutions, a company that develops hosted contact center applications, to automatically identify, in real-time, callers who display anger or emotion during a call to a customer service agent. The goal of the project is to develop software that will notify supervisors and managers when a customer may be angry or upset with their level of service. The hope is that by enabling supervisors to act immediately while the customer is still on the phone, customer retention and customer satisfaction will be improved.

"The University of Texas at Dallas and the Center for Robust Speech Systems is excited to continue its research on detecting anger and emotion in speech," said John Hansen, chair of electrical engineering at the university.

About the Author

Dian Schaffhauser is a former senior contributing editor for 1105 Media's education publications THE Journal, Campus Technology and Spaces4Learning.

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