A company in Japan is using artificial intelligence (AI) technology to train new staff on the finer points of customer service. The move is aimed at boosting the adaptability of staff and enhancing their ability to cope with stress. Constant exposure to high-pressure customer interactions has left many employees in the telephone service industry overworked, resulting in persistent labor shortages.
The technology company Interactive-Solutions has recently created iRolePlay, a ChatGPT-powered AI tool that trains customer service staff using simulated conversations. ChatGPT, developed by OpenAI and launched in 2022, enables lifelike dialogue and smart text responses. Tokyo Television reported that iRolePlay can simulate a range of customer personalities to provide training for customer service personnel.In one training session, a female volunteer handled an AI-simulated complaint about a computer not connecting to the internet. The AI customer, powered by iRolePlay, began with frustration: “I have told you so many times, my computer just will not connect!” The volunteer responded calmly, suggesting: “Could you please try restarting the device?” At which point, the AI customer responded angrily: “I’ve already tried that, and it didn’t work!” When the volunteer patiently recommended restarting the router, the AI’s tone shifted: “Oh, okay, it’s connected now.” One of the company’s researchers, Kiyoshi Sekine, said that the AI training will help new employees practice handling emotional or unexpected situations calmly before starting their roles. “Experiencing ‘difficult customers’ through AI prepares new hires while reducing confusion and stress in real-life scenarios,” he sai
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