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Voice Agents With Emotional Intelligence: Match User Emotion In Real Time

Same words. Different emotions. Completely different responses needed. “I need help with my order” said calmly is not the same as “I need help with my order!” said with panic.

Handoffs Are The Missing Primitive

Picture this: A customer calls wanting to upgrade their plan. They start explaining their billing issue. The support agent realizes mid-conversation this needs to go to sales. So the customer gets transferred. Waits on hold. A new agent picks up: “Hi, how can I help you today?”

Support That Actually Hears Frustration: How Voice AI Detects Emotion in Real Time

You know that moment when a customer support call goes sideways? The customer is clearly upset, but your text-based system sees it as just another ticket. By the time someone realizes they’re dealing with an escalating situation, the rapport is broken and the customer is ready to churn.