While a customer service experience of the future may involve automation of some kind, the help of a virtual human called a cognitive agent may be the next evolutionary step.
Sweden’s SEB bank is one of a handful of large banks and insurers (including UBS and insurer BGZ) that have enlisted the help of cognitive agents to deal with customers. The bank is working with software company IPsoft to get a cognitive agent called Amelia to act as a front-end customer service agent. Cognitive agents are virtual assistants that can supposedly think and act like humans, handle complex interactions, and learn from situations.
Read the full story on tearsheet.co
Photo: A cognitive agent developed by software company IPsoft, is said to think like a human to resolve service inquiries.
More in Marketing
What the rise of the niche and nano-creator means for influencer marketing
As the creator economy swells, niche creators stand out capturing user attention and advertiser dollars.
Ad revenue or subscriptions: What’s more viable to Snap’s success as a business?
While subscriptions are still a modest slice of Snap’s revenue pie, they’re giving the company’s top line a noticeable lift.
The pragmatist’s guide to esports in 2024
Last year, Digiday published a “cynic’s guide” to esports in 2023. This year, the industry’s outlook is decidedly more optimistic. However, many esports companies remain unprofitable, and industry leaders are still trying to find a path forward that is sustainable in the long term.