That IBM reported versus Wall Street Journal . The company wants that big companies can cut through the software in the cost of customer service.
The software can be used to recognize basic emotions in automated online chat services, tweets or emails. IBM must separate programming software for these textual variants, as there are other emotions are expressed.
Companies often put automated chat services like customer service. Such a service then uses a name that is similar to that of an existing person, whereas it is actually spoken with a robot. IBM indicates that the software adds an emotional breakdown at this kind of chats.
“Our goal is to be achieved at least achieve customer satisfaction as well as with human intervention,” explains David Konopnicki. Konopnicki leads the project in the past year in Israel working on.
Analysis
The software analyzes data standard as the words, grammatical style and context of the conversation. It also looks at it as the Internet language using many exclamation marks and capital letters, emoji and abbreviations as LOL .
In addition, the software analyzes how quickly typed it. And the analysis shows that there is contact with a human customer service representative is desired, the program takes care of this automatically. According to IBM, is necessary because a person is often better at calming customers.
Voice
IBM wants the software ultimately make it suitable for calling. Then more data needs to be processed, for example, how often was contact there.
IBM indicates that the software for the time being does not aim to replace human employees. The technology group will roll out in June prototypes of the software to a number of customers
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