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How to handle angry customers, AI version

Sharon Gaudin | May 21, 2015
Losing frustrated and irate customers? A.I. may tell you why.

Jeff Kagan, an independent industry analyst, said he wishes companies would focus less on tech like AI and focus more on simply talking to their users or customers.

"There is a problem with enterprises not having the courage to have a conversation with their customers," he noted. "On one hand, I am very happy that companies are interested in learning about how they tick their customers off. On the other hand, why the hell don't they just ask their customers? Using AI to measure what is angering customers is like using a hacksaw instead of scissors for a haircut."

However, Rob Enderle, an analyst with the Enderle Group, said companies have been trying to figure out what is putting off their customers for a long time now. In previous attempts at this type of research, they often go in with preconceived notions and taint their own results.

Using artificial intelligence could fix that problem.

"There has been a ton of research done on this and the vast majority has been a waste of money," said Enderle. "A properly configured learning system that can emulate actual interactions should be able to more accurately determine problem areas and then be used as a quality testing step to assure future systems don't have these problems."

 

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