A tech company that specializes in building AI agents for the contact center and collections industry has unveiled new technology that it promises will revolutionize interactions with consumers because it does something that the company claims nobody else can do; it can tell when a consumer is lying. Not satisfied with just that, the company says its agents can use that information during interactions and go as far as to call out the lies in an attempt to gain the upper hand and win the interaction.
Phool.ai Chief Executive Jed Bamboozle made the announcement during a presentation at a conference in North Haverbrook last week. The technology, called the Heuristic Outcome & Authenticity Xenotype (H.O.A.X.), has been trained on millions of conversations, interviews, and interrogations and can detect subtle cues in an individual’s voice patterns to identify whether that person is telling the truth or not. The technology assigns each statement a scored based on Biometric Sensitivity (B.S.).
When it detects that a lie has been told, the system then can either note it in the call notes for future reference or it can tell the individual that a lie has been detected and give the individual the chance to tell the truth.
“Our agents are trained to be empathetic, but the H.O.A.X. adds a layer of accountability,” said Bamboozle, according to a published report. “If a consumer tells our agent, ‘The check is in the mail,’ and the voice stress analysis triggers a red alert, the virtual agent will politely but firmly respond by saying something like, ‘My sensors indicate a 94% probability of inaccuracy. Would you like to try that statement again?’ “
Consumers who refuse to admit they have lied will trigger the Systemic Compliance & Authenticity Monitor (S.C.A.M.) protocol, which puts the call on a “Honesty Timeout” until the user’s bio-rhythms realign with reality.
Bamboozle said the technology is accurate up to 93% of the time. When video is enabled, the technology’s accuracy increases to 99%. Bamboozle, a veteran of the fintech world known for his “cunning” approach to digital transformation, claims the product was developed to solve the “Compliance-Sincerity Gap.”
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