{"id":34285,"date":"2023-09-21T16:48:22","date_gmt":"2023-09-21T16:48:22","guid":{"rendered":"https:\/\/www.goodacademic.com\/blog\/questions\/discuss-if-the-call-centers-invade-customers-privacy-by-analyzing-customers-calls\/"},"modified":"2023-09-21T16:48:22","modified_gmt":"2023-09-21T16:48:22","slug":"discuss-if-the-call-centers-invade-customers-privacy-by-analyzing-customers-calls","status":"publish","type":"questions","link":"https:\/\/www.goodacademic.com\/blog\/questions\/discuss-if-the-call-centers-invade-customers-privacy-by-analyzing-customers-calls\/","title":{"rendered":"Discuss if the call centers invade customers privacy by analyzing customers calls."},"content":{"rendered":"<p>Customer service centers of some companies use software to analyze a customer\u2019s words, categorize the customer\u2019s personality type, and help determine how the service agent can best respond to the customer. The system saves information associated with the customer\u2019s phone number so that on subsequent calls, the system can route the call to a service agent with a compatible personality. The system, according to one company, helps shorten calls and increase positive resolutions for the customer.96 Is this analysis of the caller an unreasonable privacy intrusion? When we call a customer service number, we are often told that the call is recorded to improve customer service. Is \u201cto improve customer service\u201d enough to inform customers about this use of data about them? How much detail do you want to be told each time you call?<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Customer service centers of some companies use software to analyze a customer\u2019s words, categorize the customer\u2019s personality type, and help determine how the service agent can best respond to the customer. The system saves information associated with the customer\u2019s phone number so that on subsequent calls, the system can route the call to a service [&hellip;]<\/p>\n","protected":false},"author":3,"featured_media":0,"comment_status":"open","ping_status":"closed","template":"","meta":[],"disciplines":[1305],"paper_types":[],"tagged":[],"aioseo_notices":[],"_links":{"self":[{"href":"https:\/\/www.goodacademic.com\/blog\/wp-json\/wp\/v2\/questions\/34285"}],"collection":[{"href":"https:\/\/www.goodacademic.com\/blog\/wp-json\/wp\/v2\/questions"}],"about":[{"href":"https:\/\/www.goodacademic.com\/blog\/wp-json\/wp\/v2\/types\/questions"}],"author":[{"embeddable":true,"href":"https:\/\/www.goodacademic.com\/blog\/wp-json\/wp\/v2\/users\/3"}],"replies":[{"embeddable":true,"href":"https:\/\/www.goodacademic.com\/blog\/wp-json\/wp\/v2\/comments?post=34285"}],"version-history":[{"count":0,"href":"https:\/\/www.goodacademic.com\/blog\/wp-json\/wp\/v2\/questions\/34285\/revisions"}],"wp:attachment":[{"href":"https:\/\/www.goodacademic.com\/blog\/wp-json\/wp\/v2\/media?parent=34285"}],"wp:term":[{"taxonomy":"disciplines","embeddable":true,"href":"https:\/\/www.goodacademic.com\/blog\/wp-json\/wp\/v2\/disciplines?post=34285"},{"taxonomy":"paper_types","embeddable":true,"href":"https:\/\/www.goodacademic.com\/blog\/wp-json\/wp\/v2\/paper_types?post=34285"},{"taxonomy":"tagged","embeddable":true,"href":"https:\/\/www.goodacademic.com\/blog\/wp-json\/wp\/v2\/tagged?post=34285"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}