The Conversation Group

A Minneapolis company called Subjex is claiming a big first in artificial intelligence: a service that enables call centers to replicate the human voice — in text — for complex conversations with human beings. According to the press release (crossed the wire just a while ago):

The AiNDEE™ hosted dialogue customer service system is intended to simulate a call center’s best employee with text voice and animated chat, all from a website. It’s designed to empower organizations that operate call centers with a more cost-effective first tier customer sales and support. It’s different from traditional online help systems because it is 100% autonomous, does not require a live human operator to answer each question, yet rivals a human’s ability to converse in a narrow area of expertise. Its uniqueness is its ability to carry on true bi-directional conversation, where questions and answers are given and answered by both parties for clarity and understanding. It handles the redundancy questions that typically clog a call center and it facilitates a more natural and cost-effective escalation path to higher levels of support.

I like the bits about “redundancy questions,” and simulating a call center’s “best employee.” How about the system’s ability to answer annoying questions? Much has been written about the dangers of robotic technology. But one of the big plusses is the capability of doing things that the best employee cannot — or simply will not — do.