Machine learning makes inroads into customer service

Details WhaTech Channel: Cloud Contact Centre News Published: 21 December 2016 Submitted by Stern Curator Viewed: 8 times Artificial intelligence. The term tends to conjure up visions of computers taking over the world: 2001’s HAL, Skynet in the Terminator movie series, and many others. But Artificial intelligence and its related concept, machine learning, can have many practical applications today, and global domination is not one of them. Machine learning has been around for many years but today’s machine learning is fundamentally different. In the mid nineties machine learning changed from being knowledge-driven to being data-driven. Machine learning programs were developed that could analyse large amounts of data and draw conclusions — or ‘learn’ — from the results.  The current view is well expressed by computer software company SAS Institute, whose…

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