Pegamento as of today introduces a new innovation within the realm of AI-assisted customer contact: BreathSense AI. This technology makes it possible to analyze subtle breathing patterns, silences and audible tension signals during phone calls. Based on this, organizations gain real-time insight into the emotional charge of a conversation.
With BreathSense AI, customer contact teams can respond faster to mounting frustration, doubt or time pressures among customers. The technology supports employees during the call with smart recommendations and helps supervisors identify earlier when a call needs extra attention.
According to Pegamento, BreathSense AI was developed to complement existing AI functionalities such as transcription, summarization, routing and sentiment analysis.
“A lot of technology looks at words. Instead, we wanted to better understand what happens between words,” said a Pegamento spokesperson. “Breathing, silences and sighs often say at least as much as the content of a conversation.”
Designed for deployment within privacy-conscious and AVG-compliant environments, the solution can be applied in industries where empathy, timing and service quality are critical, such as healthcare, government, retail and business services.
With this launch, Pegamento takes another step in the development of human-centric AI solutions for customer contact.
