Do not judge and you will not be judged.
Forgive and you will be forgiven.
Give and it will be given to you.
Luke 6: 37-38

21 October 2013

Mattersight?

Ok, I confess that I should not even be here this morning on my blog as I have set myself another goal today still I just thought I 'd share this with you:

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 lead through an explanation every step of the way, or do you prefer the person on the other end to 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 extremely sophisticated mathematical algorithms to interpret these features, compare them to data in their 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. 
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.

So I have a question: are they allowed to do that? Your views are welcome!

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About Me

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I was born in France and brought up as a catholic. After the traumatic divorce of my parents, I moved to England and became a lost sheep. However I was convinced that I was 'a good person' until I fell in a muddy pit in July 2005 after taking decisions without seeking God's Word for guidance.  I cried out to the Lord and He heard me. I was rescued and redeemed by Jesus-Christ my saviour. He has turned my life around. 
I live blissfully with my husband Steven,  a c.o.e. vicar, near Stafford (UK). We are the proud parents of three loving daughters, I am also a step-mum, I have an amazing family including a step mum, two brothers and two sister and a dear sister-in-law and her children and grand-children, lots of cousins and eleven nephews and nieces. We live near Stafford in the UK.