Not unlike what we did in the space in the 90s. Quality of customer service expectations continue to grow. Consistency,speed also expected as part of more complex customer interactions.
IBM's Big Bet on Artificial Intelligence Training By Anne Fisher in Fortune.
The next time you call an 800 number with a gripe about a product or service, consider this: Even though it’s a real live person who answers, he or she might not be the one deciding how to deal with you. Instead, a complex series of algorithms may step in, to gauge your mood and react accordingly. One version of IBM’s interactive technology Watson Assistant instantly analyzes your tone of voice. Then, based on precisely how peeved you sound, the system suggests what the service rep should offer as a fix for whatever your problem is—a refund, for instance, or free shipping on your next order—with the aim of holding on to your business.
Wondering why a human CSR can’t just handle this conversation? “People interpret tones of voice differently, so they respond differently to customers,” explains IBM consultant Aman Kochhar. By contrast, he adds, “A.I. is not subjective. So it’s much more consistent.”
Kochhar has been learning to apply artificial intelligence to business problems since last December, when he started taking A.I. courses as part of the first phase of a gigantic new training push inside IBM. Called AI Skills Academy (AISA), the program is designed to do two things. First, it teaches employees about integrating A.I. into their own jobs within the company, from creating marketing apps to improving supply chain efficiency. At the same time, AISA educates IBMers in consulting, sales, operations, and elsewhere how to collaborate with clients to use A.I. in their businesses, too. Divided into two tracks—one for techies (software developers, engineers, research scientists) and one for everybody else—the curriculum has four levels, from basic to expert. .... "
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