News : M&S to Replace Call Centre Staff with AI That Understands Human Speech
London, UK, Aug, 2018 -- Marks & Spencer is replacing call centre staff with artificial intelligence designed to quickly deal with customer complaints.
The company is using software from technology companies Twilio and Google to automate the routing of calls. Previously, people calling M&S would have to speak to a human operator to be transferred to the right department.
The new technology will be used in all UK stores by the end of September, as well as its 13 UK call centers. No jobs have been lost in the change, and the business will reassign over 100 employees to in-store roles, M&S said.
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Posted by Veronica Silva Cusi, news correspondent
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