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When you phone customer services with a request or complaint, Mattersight routes your call by a clever algorithm. You first state your reason for calling. The algorithm listens to your problem, analyses the words you have used and your tone of voice, and deduces not only your present emotional state but also your personality type - introverted, extroverted, rebellious or dependent. Based on this information the algorithm forwards your call to the representative who best matches your mood and personality. The algorithm knows whether you need an empathetic person to listen patiently to your complaints, or a no-nonsense rational type who will give you the quickest technical solution.