A call centre run by chatbots
Hyphen wants to replace call centre employees with a chatbot available 24/7.
Based on a record of previous conversations, Hyphen uses machine learning to generate and test questions & answers until a satisfactory result is obtained.
The system is rolled out on text message, Twitter and other social media for $59 - $999 per month.
A chatbot may be on call any time, but is only an innovative form of questions & answers. It cannot handle special cases, which can be disappointing for users. So collaboration between humans and technology is the relevant response. The chatbot can handle simple cases or pass on requests, while human employees take care of more complex or unforeseen matters.
Spotted in 2017
- United Arab Emirates