Search


	Podcast:		WIRED Business – Spoken Edition
	Episode:		This Call May Be Monitored for Tone and Emotion
	Category:		Business
	Duration:		00:09:23
	Publish Date:		2018-03-20 08:24:45
	Description:		We all know how it feels to be low on energy at the end of a long work day. Some call-center agents at insurer MetLife are watched over by software that knows how it sounds. A program called Cogito presents a cheery notification when the toll of hours discussing maternity or bereavement benefits show in a worker’s voice. “It’s represented by a cute little coffee cup,” says Emily Baker, who supervises a group fielding calls about disability claims at MetLife.
	Total Play:		0