A large German health insurance company found that it was only able to ensure customer satisfaction for a very small proportion of its call center calls - and that only through costly callbacks. There was no overview of how satisfactory the calls were for the individual customer.
A framework was developed that does not analyze the spoken words, but the properties of the audio tracks (e.g. spectrum, reaction times) - so-called prosody. This should make it possible to understand the mood and potential annoyance of a customer.