Thursday, January 19, 2017
AI Resolving Customer Disputes
Can AI resolve customer service disputes? by Matthew Stern
A phone call with a customer service (CS) representative can devolve into a nightmare for any number of reasons. But to the extent that problems are caused by a particular customer and CS representative just not getting along, one startup aims to ease the tension with artificial intelligence (AI).
The startup, called Afiniti International Holdings, has created an AI-based system that builds a profile of a customer service caller based on aggregated information. When routing a call, it uses the profile to determine which customer service associate will most likely achieve a successful interaction, according to Engadget. ... "