The AI Agents
The AI Call Centre™ will be staffed by software agents that have been trained in specific areas of the business (as human agents are today).
But of course, the training will only need to be done only once, not every time a new recruit is hired. This is another example of the benefits of the AI Agents: far fewer training staff are required and all agents are trained to the same high level.
Using an insurance company as an example, agents are trained to handle new accounts, renewals and claims.
These are clearly defined tasks, where rules and logic are already used to direct and limit a human agents actions by a computer.
The Artificially Intelligent Directed Agent™, or Aida™ for short, will be able to:
- Understand you telling it what you want, within the clearly defined scope of the type of call being handled.
- Use business rules and logic to decide what to do, using information from a database as the human agents do today.
- Subject to your approval, it will update the computer system to complete the call, just as the human agents do today.
"There are already hundreds of examples of what I call
Narrow-AI, basically programs that are operating at human levels doing
what humans used to do and doing them generally better for specific
tasks. For example: flying and landing aeroplanes, guiding intelligent
weapons systems, making tens of billions of dollars of financial
decisions every day. I could give you hundreds of examples. And this
used to require humans and machines now do it actually faster, more
accurately and the narrowness of these applications is gradually getting
less narrow, they’re getting broader and broader."
Ray
Kurzweil – Inventor and Futurist