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Microsoft Creates a ‘Customer Service' AI Chatbot

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Redmond, WA, USA, Sept 27, 2017 - Calling customer services lines could soon get even more frustrating.

Microsoft has created an AI chatbot that companies can use to respond to call centre requests.

The virtual assistant is designed to let people describe issues, and respond with suggestions from the user manual or help documents, according to a report in The Wall Street Journal.

And if the idea of talking to a robot fills you with dread, then there's good news – users can request a human instead, in which case the bot will try to assist the customer-care representative.



The virtual assistant is designed to let people describe issues, and respond with suggestions from the user manual or help documents, according to a report in The Wall Street Journal.

And if the idea of talking to a robot fills you with dread, there's good news – users can request a human instead, in which case the bot will try to assist the customer-care representative.

Speaking to the Wall Street Journal, Gurdeep Singh Pall, head of Microsoft's AI-solutions team, said: 'We're trying to come up with a model we believe is most efficient in terms of how quickly AI can get results.'

IBM Watson offers a similar chatbot targeted at specific industries, but Microsoft sees its virtual assistant as a more general option.

Van Baker, a researchers at Gartner, said: 'There's huge interest from enterprises in deploying chatbots for customer service.

'The intent usually is to reduce cost by reducing head count.'

HP started training the bot in February before it was launch in July.

Posted by Veronica Silva Cusi, news correspondent
Source: http://www.dailymail.co.uk

Date Posted: Monday, October 2, 2017



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