What Is Emotion Detection?
Emotion detection refers to the process of analysing customer interactions to determine emotional cues such as frustration, satisfaction, confusion, or urgency. In contact centres, this is commonly implemented through AI-powered tools that assess vocal patterns, language use, or biometric indicators. The goal is to help agents or automated systems better understand and respond to customer needs in real time, improving service quality and customer experience.
Why Emotion Detection Matters
By recognising emotional signals during interactions, contact centres can take proactive steps, such as escalating a call, offering personalised support, or prioritising follow-up. Emotion detection also provides valuable analytics for training, quality assurance, and trend analysis, helping businesses understand how customers truly feel beyond what they explicitly say.
Related Terms:
- Sentiment Analysis
- AI Customer Support
- Voice Analytics
- Customer Experience