The new solution from IBM adds an emotional textual analysis to customer contacts, which it ignores the existing customer interaction with chatbots. “Our goal is to at least reach such a good customer satisfaction with this software as is achieved with human intervention,” says David Konopnicki, project manager of the Information Retrieval Group at IBM Research in Israel, The Wall Street Journal reported.
Emojis
The novelty is capable of words, grammar and context analysis of conversations. It also looks at the frequent use of exclamation marks, capital letters, emojis and abbreviations like LOL (laughing out loud, ed.). The typing speed is also being studied. If during a software analysis show that contact with a human customer service representative is desired, the program takes care of this automatically. This may be necessary because people are generally better at calming customers than chatbots, says IBM.
“Our goal is not a complete automation and replacement of people, but to make the computerized emotional ‘ emphasizes Jonathan Batty, a spokesman for IBM Global Labs. Intention of the technology is to be rolled out in June prototypes of the software to a number of customers.
Empathic virtual buddy
Dutch Janneke van der Zwaan, researcher at TU Delft, took over a year ago research on the realization of an empathetic chatbot. This solution answers to the name Robin.
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