{"id":36007,"date":"2017-04-10T04:43:09","date_gmt":"2017-04-10T11:43:09","guid":{"rendered":"http:\/\/lifeboat.com\/blog\/2017\/04\/audio-engineering-is-making-call-center-robots-more-human-and-less-annoying"},"modified":"2017-06-04T07:05:32","modified_gmt":"2017-06-04T14:05:32","slug":"audio-engineering-is-making-call-center-robots-more-human-and-less-annoying","status":"publish","type":"post","link":"https:\/\/lifeboat.com\/blog\/2017\/04\/audio-engineering-is-making-call-center-robots-more-human-and-less-annoying","title":{"rendered":"Audio engineering is making call center robots more \u2018human\u2019 and less annoying"},"content":{"rendered":"<p><a class=\"aligncenter blog-photo\" href=\"https:\/\/lifeboat.com\/blog.images\/audio-engineering-is-making-call-center-robots-more-human-and-less-annoying.jpg\"><\/a><\/p>\n<p>Audio engineering can make computerized customer support lines seem friendlier and more helpful.<\/p>\n<p>Say you\u2019re on the phone with a company and the automated virtual assistant needs a few seconds to \u201clook up\u201d your information. And then you hear it. The sound is unmistakable. It\u2019s familiar. It\u2019s the clickity-clack of a keyboard. You know it\u2019s just a sound effect, but unlike hold music or a stream of company information, it\u2019s not annoying. In fact, it\u2019s kind of comforting.<\/p>\n<p>Michael Norton and Ryan Buell of the Harvard Business School <a href=\"http:\/\/www.people.hbs.edu\/mnorton\/buell%20norton.pdf\">studied this idea <\/a>\u2014that customers appreciate knowing that work is being done on their behalf, even when the only \u201cperson\u201d \u201cworking\u201d is an algorithm. They call it the labor illusion.<\/p>\n<p><!-- Link: <a href=\"http:\/\/www.popsci.com\/audio-engineering-is-making-call-center-robots-more-human?con=TrueAnthem&amp;dom=fb&amp;src=SOC&amp;utm_campaign=&amp;utm_content=58eb35a6b8a9fe000751f5bb&amp;utm_medium=&amp;utm_source=\">http:\/\/www.popsci.com\/audio-engineering-is-making-call-cente...tm_source=<\/a> --><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Audio engineering can make computerized customer support lines seem friendlier and more helpful. Say you\u2019re on the phone with a company and the automated virtual assistant needs a few seconds to \u201clook up\u201d your information. And then you hear it. The sound is unmistakable. It\u2019s familiar. It\u2019s the clickity-clack of a keyboard. You know it\u2019s [\u2026]<\/p>\n","protected":false},"author":413,"featured_media":0,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[43,38,41,42,6],"tags":[],"class_list":["post-36007","post","type-post","status-publish","format-standard","hentry","category-business","category-engineering","category-information-science","category-media-arts","category-robotics-ai"],"_links":{"self":[{"href":"https:\/\/lifeboat.com\/blog\/wp-json\/wp\/v2\/posts\/36007","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/lifeboat.com\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/lifeboat.com\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/lifeboat.com\/blog\/wp-json\/wp\/v2\/users\/413"}],"replies":[{"embeddable":true,"href":"https:\/\/lifeboat.com\/blog\/wp-json\/wp\/v2\/comments?post=36007"}],"version-history":[{"count":3,"href":"https:\/\/lifeboat.com\/blog\/wp-json\/wp\/v2\/posts\/36007\/revisions"}],"predecessor-version":[{"id":58120,"href":"https:\/\/lifeboat.com\/blog\/wp-json\/wp\/v2\/posts\/36007\/revisions\/58120"}],"wp:attachment":[{"href":"https:\/\/lifeboat.com\/blog\/wp-json\/wp\/v2\/media?parent=36007"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/lifeboat.com\/blog\/wp-json\/wp\/v2\/categories?post=36007"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/lifeboat.com\/blog\/wp-json\/wp\/v2\/tags?post=36007"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}