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Voice Call Analytics

At AT&T we're all about working smarter. Our experts at AT&T Labs are breaking new ground in analyzing data patterns that help us better serve our customers.

AT&T Labs hatched Voice Call Analytics, an art-of-the-possible technology project that analyzes tone and sentiment of spoken language on customer care calls. The prototype software provides real-time feedback to call service representatives, based on a new way to classify emotion and modulation features in speech. It can provide both a micro and a macro view, so trends are easy to spot, and call centers can pinpoint drivers for various interactions.

AT&T Labs researchers envision that this technology someday could be used to help optimize customer service and other conversations across many different environments, including social media.