Eavesdropping Call Center Computers Cut Talk Time

September 28, 2004 | Source: New Scientist

IBM researchers are developing an artificial intelligence system for call centers that uses speech recognition and search engine technology to search a call center’s databanks for the information a customer wants and present it to the operator before the caller has finished explaining what they want.

The system works by listening in to the conversation and identifying keywords spoken by the customer. It then flashes up the most relevant information it can find onto the operator’s screen.