Reference no: EM133255208

New emotion-detection software called Perform, created by Nice Systems, helps firms improve customer service by identifying callers who are displeased or upset. Perform determines a baseline of emotion and can detect emotional issues during the first few seconds of a call; any variation from the baseline activates an alert. When an elderly person who was highly distressed over medical costs hung up during a phone call to the insurance company, Perform identified the customer's frustration and automatically emailed a supervisor. The supervisor was able to review a recording of the conversation and immediately called the customer back suggesting ways to lower the costs.

How do they think emotion-detection software will affect customer relationships?

What other departments or business processes could benefit from its use?

Create a new product that uses emotion-detection software.

What business problem would your product solve and who would be your primary customers?