TRUSTECH SOFTWARE THAT CAN SMELL A LIE
by Nicole Manktelow

Software that can tell if you are lying is being adapted for use by the call center industry.

Israeli-based company Trustech makes PC software that listens for stress and other characteristics in a person's vocal patterns during face-to-face and telephone conversations. The company's Truster products provide a rating on the likelihood that a particular subject is exaggerating, telling half-truths or outright "porky pies."

While Truster is currently sold in different versions to the law enforcement sector and the consumer market, the same technology now forms the basis of a product, called iVocal, which will assist call center operators.

iVocal will evaluate "risk" during a company's telephone dealings with customers, according to Australian distributor Point Trading's managing director Avner Klein.

"iVocal is a new package. It's not a lie detector but a risk manager... it's the same technology modified to a market niche," Klein told ZDNet Australia.

Point Trading is currently in talks with a major call center solution provider, which if successful, will result in the product being used in banking and finance telephone services. Point Trading was unable to name the company involved in negotiations.

Truster caused a stir when it was released two years ago, particularly as it can be used during telephone conversations without a subject necessarily knowing a test is in progress.

In this new product the software makers have altered the technology, "because of the law in certain countries," Klein said. They hope iVocal may win over more corporate customers.

When dealing with their customers, Klein said, "companies need to know the level of risk."

In theory, there is some value for the industry in a tool such as iVoice. "The idea of the technology would be beneficial for a company, particularly sales staff. but, I wouldn't use it," said Louie Jahjah of the Help Desk Institute + Call Center Institute, which operates services for call centers in Australia and the Asia Pacific region.

"(Such technology) is not productive or trust-building," Jahjah said. "We believe the customer is always right. I have to respect that they will be honest to me. Maybe my accounts department would beg to differ."