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How computers could make your customer-service calls more human • WSJ
Daniela Hernandez and Jennifer Strong:
<p>Cogito is one of several companies developing analytics tools that give agents feedback about how conversations with customers are going. Its software measures in real time the tone of an agent’s voice, their speech rate, and how much each person is talking, according to Dr. Place. “We measure the conversational dance,” he says.

That dance is sometimes out of sync, such as when an agent speaks too quickly or too much, cuts a customer off, has extended periods of silence or sounds tired.

When the software detects these mistakes, a notification pops up on a window on an agent’s screen to coax them to change their strategy. The alerts are useful not just for the agents, but also for their supervisors, Cogito says.

When insurer MetLife Inc. started testing the software about nine months ago, Emily Baker, a 39-year-old supervisor at a call center in Warwick, R.I., thought: “Why do I need this artificial intelligence to allow me to be more human? How much more human can I be?”

But the program has come in handy when coaching new agents, she says, especially those with little experience. One of her 14 agents said the software noticed he wasn’t speaking with enough energy, so it prompted him with a message to pep up plus a coffee-cup icon, she says.

Tiredness can come off as lack of confidence, Ms. Baker says, and it’s important for clients to “feel confident about the service we’re providing” because callers are often going through potentially life-changing events. The call center where Ms. Baker works is focused on disability insurance.</p>


Machines to watch over us, and correct us when we aren't good enough with each other.
callcentre  cogito  ai  software 
11 minutes ago by charlesarthur
Metro - Data Crowdsourcing for AI and Machine Learning >>> Generate and sell your own data
About:
"Anybody can use our community-made plugins, "DataSources", to generate data and sell it in real-time to a Project. (free for now) A Project could be a groundbreaking new AI, a research study, or someone's curiosity project.
[...]
Artificial Intelligence is fueled by data, so innovation is monopolized by those who control data.
[...]
Our philosophy is "Empower, Don't Restrict". Let users control and monetize their data.
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We want to create a transparent and fair system of sharing any kind of data where both the producer of data and the buyer of data have the power they deserve. Right now, the middle-man has all of the power and that is why the world is dominated by Google and Facebook. This is a fair and honest system which will be built without imposing unreasonable restrictions upon what can and cannot be done.
[...]
We are not a data collection company. We're a data energizing company.
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We have created a Chrome/FF extension to which users can attach "DataSources" - simple community-made pieces of code which allow users to generate their own data. Our website hosts "Projects", which are pieces of work which want to crowdsource data from users using specific DataSources. DataSources are made and curated by the community, not by us, and they are open source so anybody can verify them. This gives the community direct access to raw data with its intrinsic innovative value for the coming AI revolution, while giving individual users direct access to the monetary value."

HAG
Startupinthecloud  Agrachina  AI  machine-learning  Data  Platform  open-data  opensource  Crowdfunding  Business_Advisory_relevant  Business_Model  Business  Project_Information_Platform  community  Marketing  UrB 
1 hour ago by eocas
Google AI Blog: How Can Neural Network Similarity Help Us Understand Training and Generalization?
In order to solve tasks, deep neural networks (DNNs) progressively transform input data into a sequence of complex representations (i.e., patterns of activations across individual neurons). (via Pocket at June 21, 2018 at 02:28PM )
google  ai  blog  ifttt  from_pocket 
4 hours ago by amaral
Man 1, machine 1: landmark debate between AI and humans ends in draw | Technology | The Guardian
"IBM shows off Project Debater, artificial intelligence project designed to make coherent arguments as it processes vast data sets"
ai  newsletter  tech  research  algorithms 
5 hours ago by thewavingcat

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