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"Voices have been overlooked in marketing. But competition among telemarketers is escalating and they are seeking better ways to train operators," Message One's Takehiro Furuta said. "The Japanese are very sensitive and conversations are complicated, so we couldn't just import American technology."
The software, developed by Japanese companies Digital Technologies and Message One, sorts the emotions of both customers and phone operators into seven categories by analysing voice tones, speech speeds and lengths of silence.
As well as military lie detectors and telemarketing software, emotion analysers can also be found in some Japanese video games, Furuta said. The software tracks conversations to see where emotions change and helps spot words used by the telemarketer that upset a customer.
The software may even alert operators to take a break if they get too stressed.
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