Virtual customer service uses AI to detect human emotion

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Dealing with the customer support department of many companies can be an infuriating task -- as a recent viral recording of a Comcast call demonstrated pretty perfectly. But can digital alternatives offer an improvement? IPsoft’s Amelia is an AI customer service agent that can accurately detect the mood of the customer to better deal with their request. While many businesses have already experimented with artificial intelligence for online web support, it can soon become very obvious when the 'agent' doesn't respond in an appropriately emotional way, especially if the request is an angry one. Amelia is able to process the…

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