T3X4S Posted May 13, 2015 Share Posted May 13, 2015 PC World article about a New Zealand company that is building, what it says, is a robot to help companies deal with angry customers. Link to comment Share on other sites More sharing options...
BrainDedd Posted May 13, 2015 Share Posted May 13, 2015 Smacks of a sarcasm piece ... T3X4S 1 Share Link to comment Share on other sites More sharing options...
Nick H. Supervisor Posted May 13, 2015 Supervisor Share Posted May 13, 2015 You don't want an angry person to deal with an angry person, it doesn't achieve anything. You're better off having someone that is calm and collected and can deal with the heat they get from the user. People get frustrated enough with automated calls. If the automated call was being hostile as well then you'd probably have the user hang up and cancel their business with you. This has got to be a joke, or some pointless experiment that started with, "let's try this just to see if we can do it." T3X4S 1 Share Link to comment Share on other sites More sharing options...
+virtorio MVC Posted May 13, 2015 MVC Share Posted May 13, 2015 Mistake number one, reading a Cnet article. Real info here -> http://www.theaustralian.com.au/business/technology/touchpoint-using-artificial-intelligence-to-defuse-anger/story-e6frgakx-1227350906752 T3X4S and Osiris 2 Share Link to comment Share on other sites More sharing options...
Nick H. Supervisor Posted May 13, 2015 Supervisor Share Posted May 13, 2015 Mistake number one, reading a Cnet article.Now that makes a bit more sense! So it will analyse angry calls from customers and then try to find a better way that the operator could have handled the situation? T3X4S 1 Share Link to comment Share on other sites More sharing options...
Brian M. Veteran Posted May 13, 2015 Veteran Share Posted May 13, 2015 This is a piece of technology that shouldn't been needed (the real article, not the cnet one). If your customer service is making people angry (other than the occasional hot-head) you're doing it wrong. Link to comment Share on other sites More sharing options...
T3X4S Posted May 13, 2015 Author Share Posted May 13, 2015 Mistake number one, reading a Cnet article. Real info here -> http://www.theaustralian.com.au/business/technology/touchpoint-using-artificial-intelligence-to-defuse-anger/story-e6frgakx-1227350906752 Thank You. You're right - that article is much better. When I first started this thread, the 1st version I mentioned that I wasnt sure if it was meant to be comedy, satire, alarmist, or just journalistic expression - instead, I opted for just posting a link. After reading both articles, I totally agree with your comment - the cnet article is garbage regardless of its intent. Link to comment Share on other sites More sharing options...
+virtorio MVC Posted May 13, 2015 MVC Share Posted May 13, 2015 This is a piece of technology that shouldn't been needed (the real article, not the cnet one). If your customer service is making people angry (other than the occasional hot-head) you're doing it wrong. Customer service is not as simple as that, especially when dealing with people who are angry before they even pick up the phone and make the call. Link to comment Share on other sites More sharing options...
Osiris Posted May 13, 2015 Share Posted May 13, 2015 Sounds less cool when you read the proper article and when you think about it, it's kind of surprising that this didn't exist already, as it makes sense. Basically just using big data and an algorithm to look for patterns and models that businesses can then incorporate into their processes and training to help provide better customer service. Oh well hopefully one day we see an angry robot, till then I guess ill keep watching Robocop2 and 3 Link to comment Share on other sites More sharing options...
123456789A Posted May 13, 2015 Share Posted May 13, 2015 If I could design an angry robot, it would be a road raging Optimus Prime. Autobots, transform and troll out! Osiris and DConnell 2 Share Link to comment Share on other sites More sharing options...
Recommended Posts