On Moscow hotlines, a special program has been introduced to recognize the emotions of a caller, a Russian news site reported last month, referring to sources in the Moscow city IT department.
The new software can analyze the emotions experienced by a caller, and also recognize obscene language. If such words are used, a specially-trained call center employee joins the conversation.
To track any changes in an operator’s voice, the service is said to be able to match the speech against a reference voice record, either male or female.
Not only is the software expected to track down callers who abuse hotline services, it can also identify incompetent call center operators. These can be removed from their positions if unprofessional conduct has been noticed.
There are about 30 major hotline services in Moscow now, which receive an estimated 1.3 million calls a month.
