IBM has developed a supercomputer 'Watson Engagement Adviser' that will allow customers to ask questions using real language, either on the phone or through webpages, email or instant messaging.
According to IBM, their customer service-focused equivalent of Skynet will "quickly address customers' questions, offer advice to guide their purchase decisions, and troubleshoot their problems" - something few call centre workers find themselves doing very effectively.
Manoj Saxena, general manager of IBM Watson Solutions, said the system would revolutionize the way we interact with businesses:
We’re widening the scope that the technology addresses. It’s gratifying and exciting to see how rapidly this technology is developing. And, as far as I’m concerned, this is just the start. This next era of computing is going to touch all of our lives in positive ways we can’t yet imagine.Impressive as it sounds and it is likely that major call centres may be running after Mr Watson to answer questions from ordinary people and then offer solutions.
Read more about it at: The Register
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