“In Mattersight systems your call is routed by a clever algorithm. You first state your reason for calling. The algorithm listens to your problem, analyses the words you have used and your tone of voice, and deduces not only your present emotional state but also your personality type – whether you are introverted, extroverted, rebellious or dependent. Based on this information, the algorithm forwards your call to the representative who best matches your mood and personality.”
