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Old January 13 2014, 10:28 PM   #25
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Location: Atlanta, Georgia
Re: Ever heard of the "AI Day"? Me neither, but

Talk about computing a bunch of variables, this is fucking amazing IMO

This Week
Are you the kind of person who prefers to be chatty on customer service calls, or do you like to get right to the point? Do you prefer to be led through an explanation every step of the way, or do you prefer that the person on the other end just shut up and "do what they need to do"? Do you prefer person-centered explanations, or technical explanations? Are you outgoing, or are you shy?
Believe it or not, there is a computer system out there that can figure out the details of your personality and interaction style after listening to mere seconds of your phone calls. In fact, this may have already happened the last time you called a customer service line. There is no way you would ever know.
Mattersight is an extremely sophisticated data analysis system that listens to the way you respond on the telephone. It listens to you in the background, and breaks down hundreds of micro-features of your voice: Volume, tone, pauses, speed of response, and so on. It uses mathematical algorithms to interpret these features, compare them to data in its databases, and come up with a personality profile for you.
All of this happens, by the way, during the first few seconds that you are on the phone. It could even be happening while you are working your way through a voice-activated menu system.
Then, when you are finally connected to a sales representative or customer service professional, Mattersight takes its analysis of your personality, compares it to the personality profiles of the call center employees that it has on file, and automatically connects you with the service agent that you are most compatible with.
As a result, you will have a better customer experience. If you like brusque and professional, you will be connected with someone who is brusque and professional; on the other hand, if you like friendly and chatty, you will be connected with someone who asks how your day is going.
You will never even know that Mattersight was behind the scenes, manipulating the whole thing. In some cases, even the customer service representative may not know. But the end result is that both parties come away from the experience knowing that they were talking to someone who was "easy to get along with."
How much of your personality is private?
How much information do you give away about yourself when you are on the phone with a call center? Exactly how much of a "deep dive," psychologically, can an analytics system like Mattersight really do? In reality, nobody knows the ultimate answer to this question.
Over time, if you are a repeat caller to a company's help line or sales department, the Mattersight analytics system could potentially build up a detailed profile of you. Every single second of every phone interaction that you have with another human being can yield hundreds of new micro-features of data. Each of these micro-features can then go into the system, be passed through complex algorithms, and refine the company's "personality profile" of you.
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