It’s common knowledge that a smile is infectious. Granted, we may not have a huge amount to smile about given the current COVID-19 pandemic, but research has found that smiling – even when you may not necessarily feel up to it – also benefits mental health. It does this by relieving stress and anxiety through the release of endorphins and encourages the release of serotonin to make our brains work. Perhaps then, it’s no surprise that Google are working on ground-breaking new agent smile technology so customers in video calls can detect their smiles. The aim, of course, is to deliver better CX with a smile.
The function is controlled by AI, which detects agents’ smiles and puts them in a better mood to be happy, whether working from home or not.
Google Contact Centre Studio, who made the announcement, accepts that smiling is something that comes naturally to some and not to others.
They said in a blog post: “Our team has developed an artificial intelligence-supported smile tool to remind your agents of the need always to wear a smile.
“The Smile tool is a screen that measures how long and well your agents are smiling and turns off automatically when it makes sure they are smiling gracefully.
“You can enable it every time you enter the agent screen or use it whenever you want to improve your smile game or perhaps test your newly found smile.”
Google says the tool will work in a similar way to functions that remind users to exercise and drink more water.
They add the tool does not, however, store any data on the agents.
