
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

‘We’ve got to call their bluff’: Amidst retail media spend scrutiny, advertisers pull out of negotiations
Amidst retail media spend scrutiny, some advertisers are opting to pull their ad dollars and walk away from the negotiation table.

Marketing Briefing: Why the topsy-turvy economic and cultural landscape led to decision ‘paralysis’ from marketers
Marketers are worried that any decision they make today could hurt their brand. So some aren’t making them.

CMOs are winning trust but still falling short in transforming companies, according to CEOs
Boathouse’s fourth installment of the study sheds light on improved relations between CEO and CMO, but notes sizable gaps in areas of execution, expectation and delivery.