We know that post-COVID, more work from home is reality. We'll still have offices, but it's going to be hard to get all the way back, right?
How do we know that Jenny and Mike aren't feeling great and maybe aren't giving it everything they need to on a random Monday?
Simple! Emotional Recognition Software! One provider in this field has the following stats since call center reps went to mostly virtual work during COVID-19:
--Prompts to call center reps from Emotional Recognition providers to show "more energy" have increased by more than 30% during COVID-19.
Think about that last note for a second. You're doing your thing at work, and a virtual agent pops up and asks you/reminds you to show "more energy."
You probably have two thoughts to that on a random Monday during the COVID lockdown:
1--"###k off, Siri"
2--"Hmm. I wonder what my composite approachability score is compared to the rest of the team?" (becomes a happier person on the next call intro).
Emotional recognition was making great strides prior to 2020, but in an environment with more remote work, rises in importance to business outcomes. More from Bloomberg:
Cogito’s software monitors every call agents make, analyzing metrics like tones of voice to see how the conversation is going. It’s found that since the start of the pandemic, average customer experience scores have fallen by 4%. It can respond by giving agents prompts to, say, be more empathetic to a raging caller. As virtually all call center agents shifted to work from home, Cogito’s prompts for them to show more energy at a work increased by more than 30%.
This kind of technology, which Cogito calls “emotion recognition,” is controversial. The AI Now Institute, a research center at New York University focused on ethical issues related to artificial intelligence, questions its validity as science, and has urged governments to make sure the tech won't "play a role in important decisions about human lives.”
Joshua Feast, Cogito’s president and chief executive officer, says he understands the trepidation, but frames the tool as a way to give employers insight into how to improve people’s jobs. “How are my people doing? I want to know. But I don’t want to surveil them,” he told me in an interview last week. When I responded that it seemed hard to argue that Cogito wasn't a surveillance tool, Feast offered a more nuanced take. “There’s a difference between surveilling the work and surveilling the human,” he says. “It’s fine to monitor the call—that’s what we do. That’s the work.”
Few of Cogito’s clients allowed people to work from home before the pandemic, but Feast thinks that’ll change. This is a big opening for a tool like Cogito, which can be a stand-in of sorts for human management. As workers' stress levels increased, says Feast, Cogito changed the mix of automated feedback it provided to include more positive reinforcement. It also designed new alerts for managers, directing them to give workers attaboys when the tech determines they’ve done a good job on a call.
Make no mistake - emotional recognition software exists to drive business outcomes. But, if used correctly, it can also drive the need to recognition and other positive interactions - more carrot, less stick.
But there's no hiding when Siri (or whatever they call the agent that pops up) tells you that you need to be more positive. #bigbrother
Another positive application of this type of technology is underscoring the need for broad deployments of mental health initiatives inside companies - note I said "broad initiatives" because eventually emotional recognition will be able to monitor remote comms of all types and tell you who is primed or a breakdown or has bipolar tendencies.
Welcome to the new world. Good luck, HR friends.