Measuring empathy in calls: is analyzing tone and pauses helpful or just intrusive?
Our company is considering using tools that analyze call tone and pacing to improve customer experience. Part of me thinks it could provide useful insights, but another part worries it might feel invasive. I understand the value of data, yet communication is such a human thing. For those who’ve worked with similar systems, did they genuinely help improve interactions, or did they create discomfort?
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We implemented something similar last year, and at first there was hesitation. However, once we framed it as coaching support rather than surveillance, attitudes shifted. The feedback helped highlight patterns we didn’t notice ourselves. I found this discussion interesting: https://addicted2success.com/did-you-know/the-paradox-of-modern-work-can-tech-make-us-more-human/. It talks about balancing technology and human awareness. The key was transparency and using insights constructively instead of punitively.