Telstra achieves hitherto undiscovered levels of irony
Intriguing to see that Telstra has just picked as one of its innovation challenge winners RMIT University.
The scheme? “This project aims to develop an automatic system that will provide a continuous monitoring of emotional states and stress levels of contact centre customers using speech analysis.”
You can insert your own punchline here.
Apparently it can accurately predict when the Telstra call-centre employee is most likely to take their own life.
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Does it work if, like now, I’m speechless.
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Judges praised the ambition of the project, despite the fact that prototypes of the system repeatedly exploded when trialled with actual Telstra customers.
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As soon as stress levels are too high, the customers call is automatically terminated.
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In fact the software can monitor both employee AND caller. So that means if you get habitually excited when you call Telstra, now you’ll probably never be answered at all.
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