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Shhhh, they’re listening: Inside the coming voice-profiling revolution

You decide to call a store that sells some hiking boots you’re thinking of buying. As you dial in, the computer of an artificial intelligence company hired by the store is activated. It retrieves its analysis of the speaking style you used when you phoned other companies the software firm services. The computer has concluded you are “friendly and talkative.” Using predictive routing, it connects you to a customer service agent who company research has identified as being especially good at getting friendly and talkative customers to buy more expensive versions of the goods they’re considering.

This hypothetical situation may sound as if it’s from some distant future. But automated voice-guided marketing activities like this are happening all the time.

If you hear, “This call is being recorded for training and quality control,” it isn’t just the customer service representative they’re monitoring.

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