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Call Centers Tap Voice-Analysis Software to Monitor Moods

Call Centers Tap Voice-Analysis Software to Monitor Moods | Language Tech Market News | Scoop.it
In addition to nudging call agents to pep up their tone, or respond to distress in a caller’s voice, Cogito’s software listens to the pace and pattern of calls. Agents see a notification if they start speaking more quickly, a caller is silent for a long time, or the caller and agent talk over each other. Humans can notice all those things, but struggle to do so consistently, says Feast. “We’re trying to help someone doing 60 calls a day, and who may be tired,” he says.
LT-Innovate's insight:

What's interesting is the way voice is becoming a data indicator modality for almost anything to do with psychological states, health issues (i.e; voice symptoms pointing to disease), diversity, etc. Next step: correlating words (ie meanings) with voice states to finetune the analytics? 

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Human-Robot Interactions Advance With 'Emotional' Chatbot

Human-Robot Interactions Advance With 'Emotional' Chatbot | Language Tech Market News | Scoop.it

An “emotional chatting machine” has been developed by Chinese scientists, signalling the approach of an era in which human-robot interactions are seamless and go beyond the purely functional.  The ECM, as it is known for short, was able to produce factually coherent answers whilst also imbuing its conversation with emotions such as happiness, sadness or disgust.

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Brand Advantages from Cognitive Responses to Voice Technology

Brand Advantages from Cognitive Responses to Voice Technology | Language Tech Market News | Scoop.it
The Speak Easy study, managed by media and marketing firm, Mindshare, and creative think tank, J. Walter Thompson Innovation Group, have released its report outlining how brands should incorporate voice activation and tech into their propositions to build loyal connections.  
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Affectiva to Launch a Cloud-Based API to Distinguish Emotion in Speech

Affectiva to Launch a Cloud-Based API to Distinguish Emotion in Speech | Language Tech Market News | Scoop.it

“Action could be taken to more quickly appease a disgruntled customer after he or she expresses anger on the phone, or a vehicle’s navigation system could discover that the driver is experiencing a burst of road rage and react accordingly, just to name a few examples,."

LT-Innovate's insight:

Emotion detection is usually focused on anger and depression. What do bots do with delight and hilariousness?

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Emotional Language as a Service for Chatbots?

Emotional Language as a Service for Chatbots? | Language Tech Market News | Scoop.it

Work by Hao Zhou and his team at Tsinghua University is upgrading chatbots to detect emotional content and respond based on the emotional valence of the conversation. The machine cannot yet process surprise and fear, but his Emotional Chatting Machine can model high-level emotion, capture changing internal emotion state, and respond with language embedded with emotional valence.

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Liz Cárdenas's curator insight, May 15, 2017 7:22 PM
Emociones y chatbot