the Robots interact more and more with the people on the factory floors. Now digital employees revolutionize the customer service. The forward end of the year, SEB’s customers become acquainted with Amelia.
Amelia get to read a short text. It is about what factors can affect the life of a mobilbatteri. Up to now, had Amelia never heard of what a mobilbatteri is. Her talented language "brain" think fast.
On a screen, we will see how the words in the text father around helter-skelter like atoms in a playful mood. Then sorted, categorized, get to the pattern and small cluster.
There is a striking visualization of the entire process, this advanced interpretation of the language that computers historically grappled with.
a Few seconds later, we ask: "What affects a mobilbatteris life most?"
She answers immediately: "Too much heat can affect capacity."
"Okay, is there something more that can affect battery life?"
"Apps that actively use location services, maps, for example."
Would you have to call Amelia a chat bot to your conversation would Johan Toll, Europe-director of technology development at Ipsoft, probably get something dark in the eyes. He is more keen to speak in terms such as "cognitive agent" and the "digital employees". And as the example above shows, Amelia abilities that we usually do not associate with virtual assistants.
Read more: amelia’s customer service sharper than Watson
Amelia is just learning English and the major banks have SEB will be, as the first Swedish company, test her in its customer service around the end of the year. An internal test has given us a taste.
” We have seen good results in the tests of our it support. During the first three weeks of the test was held over 4 000 dialogues with 700 employees, and Amelia resolved, then the majority of the requests without delay, ” says Rasmus Järborg, group strategy director at SEB.
“I believe that you need to look at Amelia as a digital employee and any other employees,” says Mikael Andersson, responsible for the Amelia-the initiative of the SEB.
If the Ipsoft may determine the will of Amelia is to revolutionize the service sector. She is awake around the clock, never gets tired, responds quickly and can be cloned in so many editions that the company’s server capacity allows.
Around the turn of the millennium was a hope of groundbreaking artificial intelligence major, among ai-researchers. Two experts in the field, John Laird and Michael van Lent, struck in the magazine Ai Magazine wired that computer games would soon be able to offer virtual characters on the "human level". It was in this time Ipsoft was founded in New York city. Shortly thereafter, and in the greatest secrecy, the work with Amelia. Then, it took over 15 years before she was shown up to the world.
Datorspelens figures have certainly not been much smarter, but Amelia and the far more booming Watson has brought new hope and new fear over what computers are capable of. And Amelia is capable of a lot.
Ipsoft demonstrates a situation where Johan Toll, playing a customer of a mobile operator. Toll asks Amelia to check if an invoice has become paid. She asks for an invoice number and invoice date. He says that he does not know the date upon which Amelia recalls that it is on the invoice itself. Suddenly decide Toll to switch tracks altogether, by asking what the capital of Norway is called. "Oslo," she replies briefly, and then return to the main route: the "Date found on your invoice."
Read more: Artificial intelligence step into Sweden
Ipsofts digital employees learn by studying the communication between the human staff and their customers. The more data Amelia handled and processed, the more accurate will be her service. Ipsoft claims that she only need two months to take over 6 of 10 support tickets completely on their own.
” But it is important to remember that even if she teaches herself, so it is in symbiosis with a human being who determines what exactly it is she should apply on the basis of that knowledge.
It is also the people in Amelia are turning to when she can’t help the customer. This highlights the Johan Toll, it become something of Ipsofts credo: that this technology will help people to find new, more creative abilities than the repetitive occupational data customer support can mean. Mikael Andersson on the SEB share the vision.
– Take a helpdesk, for example: it is very recurring tasks. When you locked up a account to a computer for femhundrade time it does not give directly any stimulus. That is why there is often high turnover of staff there, that this is the right boring. Therefore, it is incredibly positive about our employees can engage in more complex and pleasurable tasks.
Against it may of course be objected to the suspicion that Amelia will make people unemployed in all the areas where her services might fit: in the banking industry, health care, transport, trade and so on and so forth. Authorities in a suburb in London’s outskirts has already Amelia in the service. On the other hand, development is inevitable.
” You get a look at the industry and ask if it will change to take into digital employees. And I can guarantee that it does. But you won’t see it, then is the digital employee is nothing more than a threat and then in the first instance against the business model. So you need to be able to broaden your views and open up and see that there is a great opportunity, ” says Johan Toll.
Avatar, still sounds like a robot
Amelia has an avatar, a digital representation, which looks like a blonde, young, woman.
the Graphics are nothing like the habit consumers of computer games could be impressed by.
There are also a lot to be desired when it comes to the speech synthesizer. Ipsoft uses the defaults for the to get Amelia to talk, but she sounds so far too much like a robot and too little like a human for it to feel completely comfortable. Not least in Swedish, where the program is still in beta phase.
Technology in Ipsofts digital employees Amelia
Ipsoft uses a range of technologies to get Amelia to understand what we mean. So here it goes.
Interpreters of our intentions
Ipsoft uses a parserprogram – a kind of språktolk for computers – for Amelia to understand what we are expressing, both emotionally but also more targeted, which goals and purposes. Is the customer frustrated to Amelia not only help to achieve the goal – to book a ticket for example – but also take into consideration how formal or informal she shall respond to the customer.
"Think like a man"
Neuronnätverk should not be equated with the far more complex features of the computer, man has in his head, but the inspiration for their design is based on a model of the brain. Neuronnätverk is not as rigid as the traditional program, but is supposed to be a simplified version of the biological förlagans neurons and synapses.
For Amelia, it means that she in a short time can understand the language and understand what a person mean.
Have "emotional intelligence"
the PAD is a psychological model that can provide a picture of a person’s emotional state. PAD stands for pleasure (pleasure), arousal (arousal), and dominance (dominance) and their overall value in a vektormodell gives a picture of how someone is feeling. It is this model Amelia goes for in order to understand how she should respond to their customers on an emotional plan.
"We believe that it is up to our customers to decide how they want to Amelia act on the basis of a given emotional state in which both commercial and cultural aspects should be taken under consideration", says Johan Toll.
Talks with external applications
Amelia can not only communicate with us humans, but also with other programs. For example, she may cooperate with Ipsofts own automationsplattform in order to simplify the processes, or applications from third party manufacturers. The customer controls.
No comments:
Post a Comment