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Google's voice-calling AI could handle your next insurance claim (updated)
It sounds like Google's scary-natural AI voice calling could wind up in a call center. An unnamed insurance company has shown interest in the tech, according to The Information, where Duplex could "handle simple and repetitive customer calls" before handing things over to a human when the conversation gets more complicated. Surely, no one wants to hear "I don't understand that question, but I'm learning more every day" when you're trying to make a claim, let alone asking for a specific song to play.
Amazon wants Alexa to answer customer service calls
In the near future, Amazon's Alexa could be on the other end of your next call to tech support. With call centers expected to become a more than $15 billion industry in the next five years, the online retail giant has apparently identified another market that is ready for a shift in technology. According to a new report from The Information, Amazon is currently prepping a commercial version of Alexa developed specifically for fielding questions from phone calls and text messages.
AI might handpick your customer service rep
There are certainly ways to use tech to augment customer service, like Twitter's auto-replies for public-facing business accounts. But if you've called a large company's helpline and gotten a representative that was atypically, unusually helpful, latch on to that uncertainty: Your hotline helper might have been hand-picked for you by an AI system. The startup Afiniti International Holdings has installed just such a setup in over 150 call centers to better match callers with associates who have successfully helped similar folks.
TalkTalk call centre reps arrested for leaking customer data
TalkTalk just can't catch a break. Late last year, the quad-play provider suffered a "significant and sustained cyberattack" that resulted in the personal details of over 150,000 customers being stolen. It was the second serious breach in as many years, even prompting a government enquiry into the preventative measures in place at all UK telecoms and internet providers. Sensitive data can be obtained any number of ways, however, and TalkTalk believes it recently uncovered a small-scale leaking operation being carried out by a few of its third-party call centre reps.
T-Mobile to eliminate 1,900 US call center jobs, says more 'restructuring' ahead
T-Mobile USA CEO Philipp Humm sent word to his employees today that the company will be shuttering seven call centers, cutting a total of 3,300 jobs in the process. Affected employees will have the option of relocating to any of the 17 remaining call centers throughout the country, where 1,400 new positions will be available, essentially bringing the net job loss to 1,900. The call centers affected include Allentown, Pennsylvania; Fort Lauderdale, Florida; Frisco, Texas; Brownsville, Texas; Lenexa, Kansas; Thornton, Colorado; and Redmond, Oregon -- so if you're based in one of those locations and want to stick with T-Mob, now would probably be the time to communicate your intentions. Other employees, including technicians and "front line" workers, will be able to stay put, though Humm did allude to further reductions, adding that "we will also be restructuring other parts of the company." You'll find the CEO's message in its entirety just past the break.
Three brings 3LiveShop to Denmark, offers webcam chat and heads-up product display (video)
Well, it appears that Three's call center agents in Denmark won't be able to wear pajamas into work anymore. Following the introduction of 3LiveShop in Sweden, the mobile carrier's other Scandinavian group is introducing this rather novel way of shopping for new phones to Danes. Properly situated consumers may now elect to participate in live video chats with Three employees, who manipulate product photos and information on a heads-up display for customer convenience. (We'd like to imagine this nice lady has placed the Galaxy S II and iPhone 4 into the "maybe" pile.) Thankfully, shoppers won't have to look presentable at all, as participating in two-way video conferences is entirely optional -- along with more traditional voice and chat methods. If you're curious to see a demo of the system in action, just check the video after the break. [Thanks, Jonas]
DTV call center successfully handles influx of confused callers
Given that the expectation was for hordes of confused TV viewers to phone in over the past two days in order to ask why their local OTA station was suddenly unavailable, it's no shock to see a big deal made of successfully managing through it. For those unaware, 421 stations decided to go ahead with their originally planned DTV transition date of February 17th, and we're told that over 28,000 perplexed Americans dialed 1-888-CALL-FCC on Tuesday for assistance in getting their sets working. The call center was setup to handle around 100,000 calls on the day that US broadcasters were previously scheduled to go from analog to digital, but obviously, far fewer people either a) cared or b) needed help. See, that wasn't so bad, was it?
DirecTV opens sixth call center in Huntington, West Virginia
Hot on the heels of DISH Network's call center expansion comes word that DirecTV is doing similar by opening up a 114,567-square foot facility in Huntington, WV designed to improve customer service. The center becomes the satcaster's sixth in the US, and some 550 company customer service representatives and supervisory staff will be employed here. Maybe it's expecting a rush of new calls about a bundle of new HD channels we aren't at all expecting? Ah, a man can dream, can't he?
DISH Network opening customer service facility in Phoenix this June
Barely a month after we heard that DISH Network would be hiring 200 folks from the Tulsa, Oklahoma region to "accommodate customer growth," we've now learned that the satcaster is hiring even more folks in an attempt to further demonstrate its "commitment to providing the highest level of customer care." Reportedly, around 400 technical support representatives and 40 support staff -- all of which will be "required" to have at least two years of experience in a "customer-facing or technical support role" -- will be taking a job in Phoenix, Arizona. Oh, and don't worry -- these individuals will be on the clock soon enough; DISH plans on hiring this month, training in May and opening the center in June. Now would be a good time to beam that résumé in, yeah?
DISH Network hiring 200 in call center to handle growth
Just days after hearing that Verizon would be staffing its Syracuse call center with 335 new employees over the next few years, DISH Network is announcing that it too needs a few good men / women to "accommodate customer growth." Reportedly, the satellite provider is looking to hire 200 folks in its Tulsa, Oklahoma facility before June 1st of this year, primarily in the Technical Support division. Once the hires are made, the total workforce at the 78,500-square-foot center would amount to 650, but there's still room for a few more heads considering DISH's plans to "eventually employ about 1,000 people" in Tulsa.
Call center software can re-route angry callers
We've already seen call center software that can determine the age and gender of callers, but a Japanese company called Digital Technologies says its developing software that will take actions based on the emotions of the person on the line. The data is used to rank people on a 1-10 scale of happy to displeased, but it's not clear if the system springs into action after you connect to a real person or if it starts while you try to navigate voice menus -- because if our experiences with Amtrak's "Julie" automated voice agent are any guide, you might as well just rank everyone as "angry" and be done with it.[Image by Armend Krasniqi]
Siemens developing call center voice-recognition software that determines age and gender
We're not certain why call center employees need even more reasons to treat customers condescendingly, but Siemens has announced that it's developing tech that will "intelligently" assign reps to callers based on determinations of age and gender. No word on how the system makes the determinations, but we're not going to be happy if we have to start doing Marilyn Monroe impressions just to get someone on the phone.[Via The Raw Feed]
Amazon.com adds callcenter for TV buyers
Next time you're looking for advice on buying a new HDTV, Amazon wants you to consider their customer service department, targeted at people buying $1,000+ television sets. While we recommend actually looking at the displays you're considering and even hooking up your desired accessories if possible, if that isn't an option you may want to check this out. You can access the service by a button located on the page of certain TVs and have a representative call you. The service is headed up by a former employee of Best Buy's ministore Magnolia. Amazon is even looking to branch out into custom installation, it looks like retailers are certainly looking to take advantage of HDTV confusion by providing information. We certainly hope that information is a more accurate than pure sales hype, but that remains to be seen and besides, that 70-inch LCD would definitely fit through your doorway, no need to measure.
