Your local call center may know more about you than your therapist
Mattersight’s system, on the other hand, is more like “artificial empathy”: It takes the same stream of verbal input, and it extracts information about the speaker’s mood, personality, and interaction style. This is basically the same thing that people do intuitively when listening to one another: Assessing mood, feelings, and personality.
A truly insightful person can “read” people very effectively. Empaths sometimes bill themselves as “psychics” and impress audiences by doing “cold reads” on strangers with amazing accuracy. In fact, however, such people are using the same types of subtle cues that Mattersight uses to recognize patterns and divine personality traits. Yet it seems so much more creepy when a machine does it during a customer service call.
By Greg Stevens,