Building Agents for the Customer Service Front

Mihai Barbuceanu, Mark S. Fox, Lei Hong, Yannick Lallement, and Zhongdong Zhang

AI has the potential to play an important role in the customer service field. By leveraging the high bandwidth of natural language customers will be able to state their intentions directly instead of searching for the places on the Web site that may address their concern. By using a planning system to find the solution to the problem we increase the confidence that a resolution satisfactory for both the customer and the company will be found, if one exists. Being able to converse guarantees that needed information will be acquired from customers and relevant information will be provided to them in order for both parties to make the right decision. The net effect is a more frictionless interaction process that will improve customer experience and make businesses more competitive on the service front.

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