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IBM software analyzes words and grammar
For a year the technology group has been working in his office in Israel Haifa to the solution and it scours tweets, chat logs and e-mails. The new IBM software has been trained to recognize the mood of the writer based on specific words or grammatical structures and can react accordingly.
In the analysis were next punctuation mark – such an accumulation of exclamation points – also abbreviations such as OMG or WTF and Emojis a. The resulting IBM software to build on existing automated customer support systems and give them a human face – not only by a name and a photo will missed when viewing the chat. The first prototypes of the software to be delivered to customers as early as next month
Support:. Higher customer satisfaction thanks to IBM Software
The goal of IBM developers is at least as high level to achieve customer satisfaction as it is possible with good human support staff, the Wall Street Journal quoted the Israeli IBM researcher David Konopnicki. Possible to the well be that the program not only detects how and in what language should respond to it, but also is able to recognize when a human support staff would be alerted to de-escalate.
This could be about the case when a customer calls for a third time because of the same problem. The man should at least not be completely replaced by the new software, IBM asserts. However, the existing systems will get missed more emotions.
via blogs.wsj.com
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