Chris Cantell Discusses Call Center, Chat, Live Chat, SigEx Telecom: SigEx Telecom: Call centre vs Chatbot

by Ana Maria Ciobanu
Ziarul The Economist a publicat un articol in data de 8 Martie 2007 cu titlul "Call and response"(Apel si raspuns). Articolul prezinta cat de enervant poate fi sa suni la un call centre. Belle Mellor autoarea articolului scrie : "call centre-urile sunt printre factorii principali de stres ai lumii moderne".Cercetatorii care lucreaza la programe de software conversational, sau chatboti isi doresc sa suplimenteze si chiar sa inlocuiasca operatorii umani cu software capabil sa inteleaga limbajul unei conversatii normale, si astfel sa gestioneze apelurile mult mai eficient. IBM, de exemplu a dezvoltat o "analiza a discursului", program care asculta conversatiile dintr-un call centre si observa cuvinte si propozitii chei. Un alt sistem dezvoltat de IBM se numeste Sensei si ajuta la asigurarea bunei intelegeri intre client si operator, imbunatatind pronuntia, gramatica si puterea de intelegere a operatorului. Acest program a fost folosit la selectarea candidatilor pentru posturile de operator call centre in India si pentru trainingul acestora odata ce au obtinut slujbele.Chatbotii pot fi capabili sa grabeasca procesul de operare intr-un call centre dar aceeasi tehnologie ar putea la fel de bine sa inrautateasca lucrurile- daca bot-ul nu va intelege clientii sau le va oferi raspunsuri nepotrivite. Articolul din The Economist se indoieste ca vreodata call centre-urile vor fi complet automatizate, pentru ca vor fi intotdeauna niste probleme care vor necesita asistenta complet umana

by Ana Maria Ciobanu for SigEx Telecom (http://sigex.com)

SigEx Telecom is quickly becoming the leading telebroadcasting communications provider allowing people to easily talk, view, upload and share video clips through free online TV broadcasting, free unlimited global calls, websites, blogs, video-mails and SMS. SigEx Telecom captures many add-on services for its clients generating royalties and fees in a broad spectrum of marketing services including public relations and promotions.

These news are brought to you by CantellTV, its technology partner SigEx Telecom and its founder Chris Cantell. CantellTV is the fastest growing provider of digital broadcasting coupled with enhanced communications, allowing people to easily control, view, upload and share digital content through proprietary interface. CantellTV has relationships with a growing network of international clients delivering millions of videos per day with more than 50,000 new videos uploaded and 200 hours of new TV shows broadcasted daily to a wide range of viewers, from 5 to 7 year olds of LiveCartoons; to 16 to 24 year old active social users of MyJumps; to fortune 50 corporate clients utilizing enhanced broadcasting services. CantellTV is committed to delivering infinite choices to your world of entertainment at the tip of your fingers. Chris Cantell retains consulting arrangements with several pre-IPO companies.


Edited by: Maria Zitnanska