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Mattersight Personality Labs | Emotional Status: It's ComplicatedResearchers, analysts and companies renowned for providing best-in-class customer experience agree: when it comes to business, emotion matters. This report details the processes by which Personality Labs data scientists were able to capture and categorize linguistically-expressed emotions on large sets of customer conversation data within four industries. The output of that analysis adds significant detail to the case for emotion, and provides guidance to organizations seeking a more concrete and actionable understanding of how emotion functions within their customer conversations, and how it may influence business outcomes.


  • The step-by-step methodology for distilling thousands of feelings down to four core emotions
  • How emotions vary across enterprises, call driver and call type
  • Science-backed support for the argument that emotion impacts business results

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