Supporting Interpersonal Emotion Regulation of Call Center Workers via Customer Voice Modulation

Le résumé fourni par la source

Call center workers suffer from the aggressive voices of customers. In this study, we explore the possibility of proactive voice modulation or style transfer, in which a customer’s voice can be modified in real time to mitigate emotional contagion. As a preliminary study, we conducted an interview with call center workers and performed a scenario-based user study to evaluate the effects of voice modulation on perceived stress and emotion. We transformed the customer’s voice by modulating its pitch and found its potential value for designing a user interface for proactive voice modulation. We provide new insights into interface design for proactively supporting call center workers during emotionally stressful conversations.

Ce résumé expose les affirmations des auteurs. BNTIC ne l’interprète pas comme une validation indépendante des résultats.