Feeds

Can HPC methods yield 92% help desk satisfaction?

It's all about personal compatibility

  • alert
  • submit to reddit

Choosing a cloud hosting partner with confidence

You know how when you call a help desk or customer service number they have that short ‘this call may be recorded’ message? Have you ever wondered what they do with the recordings?

I always figured they played them at company parties as jokes, or that they had ‘Can you top this?’ contests with one another: “OK, get this: Last week this guy calls saying his printer is printing too light. I told him it’s an o/s and hard drive problem, and to call me back after he reformatted C: and reinstalled Windows… haha!”

Turns out there are also some folks doing smart things with this data. A recent Forbes article discusses how ELoyalty, a smallish provider of call center gear, has come up with a way to categorize callers into six distinct personality types and tmatch them to a staffer with the same personality.

ELoyalty analyzed 600 million conversations to come up with two million speech patterns that identify the caller as one of their six types. It found that having people deal with like-types results in shorter calls with better results. In one test, the personality-matched calls lasted about five minutes and were 92 per cent successful, while deliberately mismatched calls lasted more than 10 minutes and were successful only about half of the time.

I’m not so sure I’m down with this new technology. I can barely stand myself most of the time, and would hate to put up with my imprecise, obscenity-packed conversational style when I’m pissed off about some product or service. Confronting someone in my own mold would probably prolong the calls as we hurl enraged insults at each other.

While we’re not likely to arrive at a solution to the problem, at least the calls would be the hit of the next holiday party: ”Wait! Play that back! Did he REALLY just say that about your mother?!? And all of this is because his SSD is slowing down? Wow…” ®

Intelligent flash storage arrays

More from The Register

next story
Azure TITSUP caused by INFINITE LOOP
Fat fingered geo-block kept Aussies in the dark
You think the CLOUD's insecure? It's BETTER than UK.GOV's DATA CENTRES
We don't even know where some of them ARE – Maude
729 teraflops, 71,000-core Super cost just US$5,500 to build
Cloud doubters, this isn't going to be your best day
Want to STUFF Facebook with blatant ADVERTISING? Fine! But you must PAY
Pony up or push off, Zuck tells social marketeers
Oi, Europe! Tell US feds to GTFO of our servers, say Microsoft and pals
By writing a really angry letter about how it's harming our cloud business, ta
SAVE ME, NASA system builder, from my DEAD WORKSTATION
Anal-retentive hardware nerd in paws-on workstation crisis
Astro-boffins start opening universe simulation data
Got a supercomputer? Want to simulate a universe? Here you go
prev story

Whitepapers

Why and how to choose the right cloud vendor
The benefits of cloud-based storage in your processes. Eliminate onsite, disk-based backup and archiving in favor of cloud-based data protection.
Getting started with customer-focused identity management
Learn why identity is a fundamental requirement to digital growth, and how without it there is no way to identify and engage customers in a meaningful way.
High Performance for All
While HPC is not new, it has traditionally been seen as a specialist area – is it now geared up to meet more mainstream requirements?
The hidden costs of self-signed SSL certificates
Exploring the true TCO for self-signed SSL certificates, including a side-by-side comparison of a self-signed architecture versus working with a third-party SSL vendor.
New hybrid storage solutions
Tackling data challenges through emerging hybrid storage solutions that enable optimum database performance whilst managing costs and increasingly large data stores.