Now, one company wants to take talking bots to the next level: the highly conversational field of customer service. The bot employs deep learning to understand the intricacies of humans’ sentences, and can fully resolve certain customer service inquiries (more complex issues are routed to a human agent). Two million customer service calls per month now go through Replicant, Shamia says. But though Replicant claims it can automate away a portion of all customer service calls, Shamia says the company is not making true fears that AI will replace people’s jobs. “AI replaces tasks, but not jobs.” Replicant, he suggests, is doing for customer service reps what ATMs did for bank tellers—reducing the time spent on mundane tasks.

Source: Forbes September 10, 2020 13:52 UTC