NAB to bump angry callers to front of queue

Having enrolled 130,000 customers for its biometric voice authentication system, which can identify callers by the sound of their voices, National Australia Bank is now considering exploring “mood monitoring” – using technology to bump angry customers up the call centre queue.

Tim Andrew, general manager for ATMs and self-service at NAB, explained that interactive voice recognition systems could potentially be used to route incoming calls based on the “mood” of the voice. Someone with an angry voice could be bumped up the call centre queue and dealt with ahead of other more genial callers to avoid making a bad situation worse.

Andrew said that since announcing the voice biometric initiative, in 2009, 130,000 NAB customers had enrolled for the programme.

Source: Banking Day

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