Artificial Intelligence and the online contact centre
A new Artificial Intelligence system called Amelia is being tested by several companies to see the feasibility of it being able to replace online call centre operators. A flow chart teaches Amelia how to perform the role.
The system picks out key facts from information the customer provides and uses this to determine which questions to ask next. If a customer says something which Amelia does not understand it can call for a human operator, observe their behaviour and then add this to their knowledge base.
If you want to find out more about Amelia and how it is being designed to replace online contact centre operators then be sure to register for our Customer Engagement Summit on November 26.
At the Summit opening keynote speaker Spencer Kelly, the presenter of BBC’s Click TV technology programme, who has visited IP Soft, the company behind Amelia, will reveal all.
You can register for this must-attend event by following this link.