Call Centers Tap Voice-Analysis Software to Monitor Moods

We all know how it feels to be low on energy at the end of a long work day. Some call-center agents at insurer MetLife are watched over by software that knows how it sounds. A program called Cogito presents a cheery notification when the toll of hours discussing maternity or bereavement benefits show in a worker's voice. "It's represented by a cute little coffee cup," says Emily Baker, who supervises a group fielding calls about disability claims at MetLife. Her team reports that the cartoon cup is a helpful nudge to sit up straight and speak like the engaged helper MetLife wants them to be.