Utilization of artificial intelligence in call centers

Abstract

In November 2014, IBM Japan, Ltd. and Mizuho Bank, Ltd. issued a press release on the Watson computer system that utilizes artificial intelligence (AI) to support call center operators. Since then, the expectation that AI will be used in the call center sector of major companies has been increasing rapidly. This article introduces AI technology that is being used effectively in call centers now and AI technology that is expected to be widely introduced within the next few years. NTT Software's ForeSight Voice Mining technology is also described.