Emotional Sensing Examined for the Metaverse

Emotional Sensing,  much examined, new methods for the metaverse?

Nemesysco spinoff unveils emotional detection and AI tools for metaverse  excerpt in Venturebeat

As organizations continue to move toward digital transformation, enterprise decision-makers are seeing a greater need for data-driven decisions backed by high-quality analytics. A key challenge organizations face is the lack of insights into the different types of customer inquiries they receive and the reason for customer contact, according to a report by Gartner. 

Steve Blood, a vice president and analyst at Gartner, said in the report that organizations can use speech/voice analytics to optimize contact center costs with self-service, process improvement and deeper engagement. “Application leaders for customer service and support technology who are under pressure to cut costs should first use voice analytics to discover which types of inquiries could be automated or avoided, before addressing improvements in customer engagement via the phone or digital channel,” said Blood.

Voice analytics holds great promise, with Gartner predicting 60% of organizations with voice of the customer (VoC) programs will supplement traditional surveys by analyzing voice and text interactions with customers by 2025. While an article by McKinsey notes voice analytics can provide a high-quality customer experience in a digital age, it isn’t the only use case for voice analytics. For example, voice analytics can also help organizations improve operational efficiency across the board. 

Another report, by Deepgram and Opus Research, shows 77% of companies are using voice technology to identify new business opportunities, and 62% are using it to increase revenues. The use cases for voice technology are enormous and Israel-based voice analysis technology company, Nemesysco, wants to drive new frontiers in the industry.

Nemesysco is in the process of spinning off a new voice analytics company called Emotion Logic, which will use artificial intelligence (AI) to detect and measure human emotions and improve automated communications and interactions in metaverse worlds.  ... '