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Article

Title: Call and Response

Author: Staff Article Type: Product Analysis
Source: The Economist, v382 n8519 ptq 8(2) Publication Date: Mar 10, 2007
  ISSN: 0013-0613
URL of Publication: http://www.economist.com

IBM Sensei is a system that makes sure a caller to a call center and the call center operator can understand each other. IBM also developed a speech analytics system that listens to a call-center conversation and finds keywords and phrases that help the operator handle the questions asked by the caller. A limiting factor in handling a query is the speed with which the agent can match the caller's issue to a knowledge base of possible solutions. Keywords are used to search the knowledge base and quietly make suggestions to the operator, speeding things up. Sensei evaluates a portal operators pronunciation, grammar, and comprehension and has been used to assist in selection of call center job candidates in India and also for training of hires. Sensei makes sure that operators are easily understood and capable of dealing efficiently with callers. More and more low-level call center functionality will also be automated. Rollo Carpenter, a chatbot programmer would like to automate high-level functions through development of software that can directly replace human operators. Some chatbots have been used by companies to provide customer support only through typed conversations. Chatbots are conversational software programs that can augment and replace human operators with software that understands ordinary conversational language and delivers with calls more efficiently.

Companies:
IBM Corp

Products:
Sensei

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