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Robots to replace call centre agents?

Posted on Jun 24 2009
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Newcastle company Artingence has developed software agents which sound and respond like real people and can even be customised with regional accents.

The technology will be trialled later this year by a local government organisation and a call centre operator, both in the North East.

It has also attracted interest from a call centre operator in India, and plans have already been drawn up to create agents which can speak and understand Indian languages.

Artingence chairman and technical director Karl Dorner said: “We expect to bring jobs back to the UK.

"People who have been forced to do out-sourcing due to cost issues will be able to bring the call centres back to the UK.

He explained that customers will be able to tell it is a computerised voice, but research showed that: "people don’t mind talking to a computer if it understands them and can help them.”


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