Telestax Blog

RestcommONE WebRTC On Steroids

A while back, I was asked by our Latin America sales team to participate in a WebRTC-based contact center product demo hosted by a prospective partner, Eolos.  I thought to myself “OK – another contact center product.” What I expected and what I experienced were two very different things. This was not your typical contact center product. Instead I was introduced to Mandala, a very special contact center – one that almost seemed human. This contact center was WebRTC-based, making it ahead of many. But I learned through participation that Mandala is capable of capturing and analyzing expressions. Mandala is able to pick up even the most subtle changes in the expression of the individual you are having a conversation with and immediately provide feedback on how they are feeling about the dialog.

Take Positive Control Over All Of Your Conversations

Think about it – you are having a conversation with a prospect or a customer and you have this secret ability to know what is resonating versus what is not. You know if the other person is getting frustrated or even angry. And you know if you have engaged the other person. The solution becomes your best friend for having productive conversations. If you see a prospect becoming interested in what you are talking about, you can dive deeper into the conversation. If the prospect is exhibiting signs of becoming impatient, you can change the topic to re-engage.

70% of consumer purchasing decisions occur at the point of sale. No surprise there. But did you know that 95% of the decisions are emotionally driven?  If we are aware of a prospect’s emotions can we help them make a better decision that provides greater impact? Communication plays in every transaction. If you understand the customer’s need, you are better able to provide the right answer.

The remainder of this blog deals with artificial intelligence and anatomy. But bear with me, it is truly fascinating stuff – and it explains what Mandala does!

Empathetic Communication

The ability to perceive what another person feels is called empathy. It is placing yourself in someone else’s shoes so to speak. When we feel the joy or sorrow of another, we activate the same areas of the brain responsible for this emotion. This phenomenon is known as the effect of mirror neurons. A mirror neuron is a neuron that fires both when an animal acts and when the animal observes the same action performed by another. Thus, the neuron “mirrors” the behavior of the other, as though the observer were itself acting. Mirror neurons are essential for imitation, which is key in the learning process. Mirror neurons are also important in planning our actions as well as understanding intentions behind actions.

Emotional Intelligence

Empathy is an emotional resonance mechanism that allows us to experience the emotional feelings of others. Rejoice with them, sadden with them and understand them emotionally. Emotional intelligence is the ability to perceive one’s own feelings and the feelings of others and then use this information to guide the thinking and behavior of oneself.

The Face Of Emotion

Facial Action Coding System (FACS) is a system to taxonomize human facial movements by their appearance on the face, based on a system originally developed by a Swedish anatomist named Carl-Herman Hjortsjö. It was later adopted by Paul Ekman and Wallace V. Friesen, and published in 1978. It was determined that there are seven basic universal emotions that are displayed by certain facial expressions that are shared by people in all cultures. The seven basic emotions are anger, happiness, surprise, disgust, sadness, fear and contempt.

There are minor changes, sometimes imperceptible, in the 47 muscles of our face, depending on what we are feeling (one of the seven basic emotions). An emotion serves three functions: adaptive, social and motivations and they always lead to a certain action.

  • Adaptive: Brings us closer or further away from certain circumstances
  • Social: allows us to behave in line with our peers, condition or adjust our actions, understand others and predict and control behavior
  • Motivational drives us into action

Mandala’s Empathetic Contact Center

Mandala is an evolution for the Contact Center by making it Empathetic. They have created their Empathetic Contact Center where quality of care is measured not only by statistical standards, but also by empathetic standards. Through its powerful artificial intelligence software, Mandala can detect the 7 basic universal emotions and provide immediate information about how both individuals participating in the call feel. After the call, Mandala processes the information gathered during the call and automatically sends a report. Sounds simple but the technology behind this product is enormous and quite sophisticated.

The difference in our lives does not depend on intellect. It depends on the development of our emotional intelligence. To achieve success, we must take note and respect emotions by trying to understand why we do certain things and how this makes us feel.

Mandala helps us understand and develop our emotional intelligence, allowing us to experience communication at a more meaningful level. Improving the quality of the conversation results in better business outcomes.

Interested in learning more about Mandals or Telestax? We are expecting you.

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