Counselor emotional protection system

Inspiration

Inspiration :https://news.joins.com/article/20762252- The phone counselor, who lost her mind after 10 hours of verbal abuse, even suffered hearing damage. - Many counselors have suffered damages such as losing their minds or hearing voices due to incessant verbal abuse. - I called 217 times in five days and harassed them for about 10 hours.- Job Korea, a job portal, and part-time portal Alvamon surveyed 1,128 people working at call centers in July last year, and 93.3 percent said they had experienced verbal abuse while on duty. This means that most of them have been under stress due to foul language or abusive language while working. In response to such verbal abuse, 74 percent of call center workers at the time said they "refer to it."

What it does

a counselor used abusive language during a call, the system automatically shuts down the phone. This will reduce the burden of having to cut off customer’s calls and eliminate the need for emotional labor

How we built it

Speech recognition - Clova Speech Recognition(CSR)The voice data is sent to the Clova Speech Recognition (CSR) engine through the API. The voice data is recognized and converted into text and delivered.

Challenges we ran into

• can we filtering stream data in counselor side?
• socket.io programming

Accomplishments that we're proud of

• According to an interview with Wimpef, ranting decreased by 20% a month after the 'right to hang up'. - After the game company Nexon implemented the 'right to hang up the phone', the bulletin board of the inquiry posted a sincere apology and reflection to the counselors. - Job satisfaction of Hyundai Card counselors increased and turnover rate decreased sharply.- The average customer handling time has been reduced, which has increased the speed of businesslink: https://www.nocutnews.co.kr/news/4836263 https://news.sbs.co.kr/news/endPage.do?news_id=N1004566018http://news.chosun.com/misaeng/site/data/html_dir/2017/03/13/2017031300676.html http://news.donga.com/List/3/70010000000668/20130613/55822506/1

What we learned

• can we filtering stream data in counselor side? ## What's next for Counselor emotional protection system
• Extend to services that are available on SNS phones and on general phones, as well as callers.