This call may be monitored for training purposes. It is the perennial call centre disclaimer — but monitored by whom? The answer to that question is beginning to change. A call centre worker in the US tells me she used to be monitored by a team of people listening to her calls. Now a computer program appraises her performance, based on what she says and how she says it. Her bonus now depends on how much she can impress the algorithm.
“本次通话可能因培训用途被监听。”呼叫中心总是会宣读这样的免责条款，但是由谁监听呢？这个问题的答案正开始变化。美国某个呼叫中心的一名员工告诉我，过去曾有一组人监听她的通话。如今，衡量她的表现的是一个电脑程序，评估依据是她说的话以及说话的语气。她的奖金现在取决于她能在多大程度上打动算法。
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