While working as a UX designer at DV:UX I contributed to a design project for Callminer, a company specializing in conversational analytics for improving call quality and agent performance.
One of the major tasks for this project was the creation of the EurekaLive Agent assistant, a near real-time speech monitoring device that can give feedback to agents. The goal was to create an interactive widget to provide feedback that could be read at a glance. The UI had to be persistent on the screen ad take up minimal real estate.
The sentiment analysis technology by Callminer is capable of carefully monitoring call audio to provide appropriate, near real-time feedback from subtle cues in tone of voice and speech patterns. The widget is able to monitor the call for key words and tones that will trigger events.
The widget was well-received by the company, and has been launched as one of their products.
