According to the latest Gartner report, 60% of call centers worldwide will deploy emotional computing technology by 2025, analyzing voice tone, speech speed, and word choices to identify customer emotions in real time.
Take GlobalConnect as an example. Its latest AI platform has achieved 93% accuracy in emotion recognition, automatically transferring angry or anxious customers to senior agents and reducing average handling time by 18%.
Industry insight: Emotional computing is no longer just an academic concept. For instance, European telecom giant Telefonica reduced customer churn by 12% by integrating emotional AI. However, privacy concerns have also drawn regulatory attention, with the EU drafting its Guidelines on the Use of Emotional AI.
Future trends: By 2027, emotion recognition is expected to incorporate multimodal data (such as facial expressions and physiological signals), but ethical boundaries will become a key challenge for business innovation.