PHONE a call centre and you are likely to spend ages on hold listening to canned music – and then find the operator can’t find the information you need. But an artificial intelligence system that hunts down the required information is aiming to slash the time people waste this way.
Using a mixture of speech recognition and search engine technology, the system, being developed by IBM, will trawl a call centre’s databanks for the information a customer wants and present it to the operator before the caller has finished explaining what they want. By giving operators rapid access to the right…
