Touchpoint Group Aiming to Develop World’s Angriest Artificial Intelligence Machine
New Zealand Touchpoint Group is developing an artificial intelligence machine, which will simulate angry customer interactions in order to help companies to understand how their customers’ angry outbursts are triggered.
“The end goal is to build an engine that can recommend solutions to companies (…and) how they can improve particular issues that customers are facing,” said Frank van der Velden, Touchpoint Group chief executive.
The project, which has been dubbed Radiant, will “help with the complex task of understanding how customers were affected by the various products, systems, policies, processes and people they interacted with in the lead-up to reaching breaking point”, according to van der Velden.
Australia’s big four banks, telecommunication companies and insurance firms are supplying the necessary real-life customer interactions and Australian and New Zealand data scientists will upload the data and tweak its learning algorithms.
The programme will be attractive to any company dealing with customer service complaints as they will be able to “better predict and identify those issues”, which could turn into a complaint.
Article Source: The Australian, Mitchell Bingemann, May 12, 2015
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