Tough day at the office? How about a mandatory photo montage to calm you down, ordered by an AI that's monitoring how close you get to breaking point
You're stressed out at work, which means, naturally, you wanna throw a stapler off the roof and tell your boss exactly what you think of them. Then you see a calming montage of your family, vacation photos, and an inspirational picture of a cat hanging on a washing line, set to calming music, and the rage quietly fades away. Yes, everything is fine again, back to generating value for the shareholders. All is well.
How weird would that be in your actual day-to-day? Well, it's real, and a bank in the United States is rolling out this sort of system to its customer call centres, as American Banker's Penny Crosman reports.
First Horizon Bank is opting for this system as a way to keep its call centre agents relaxed over long shifts of dealing with the public—I get it, people can be horrible. It hopes it's one way of dealing with burnout fairly common among agents.
It all relies on Cisco's AI model for call centres, Webex Contact Center—after all, only AI could make something so intrinsically weird. It requires monitoring of an agent's stress levels through various markers, including responses to customers. Cisco says this information isn't retained.
Altogether, the system is able to piece together a picture of an agent's day-to-day stress level.
«Different people basically break at different breakpoints,» Aruna Ravichandran, SVP and customer officer at Webex by Cisco, says to American Banker.
When an agent is close to their breaking point, the system recognises this and runs—I can't believe this is actually what this is called—a Thrive Reset.
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A Thrive Reset is a montage of personal photos, set to music, with inspirational quotes. Thankfully, agents pick their own photos and songs—it might be a little too bleak for an AI to generate some fake family vacation snaps set to Tiny Tim's Tiptoe Through the Tulips.
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