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 does the Omnicom-IPG deal mean for marketing pitches and reviews?
Pitch consultants predict how the potential holdco acquisition could impact media and creative reviews heading into the new year.
AdTechChat organizers manage grievances amid fallout of controversial Xmas party
Community organizers voice regret over divisive entertainment act at London-hosted industry party, which tops a list of grievances.
X tries to win back advertisers with self-reported video stats
Is X’s big bet on video real growth or just a number’s game?