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Major Companies Are Using AI to Decide Who You Speak to on the Phone


Operators are standing by.

Many companies use artificial intelligence software to help manage conversations in their call centers.

Credit: Getty Images

Many large companies use software developed by artificial intelligence (AI) firm Afiniti to manage millions of call-center conversations.

Afiniti works with telecoms and broadcasters, as well as healthcare providers, banks, and insurance companies, and claims to have increased revenues across all of its clients by 4.3%, or many billions of dollars.

The AI software adapts to the needs of each particular company, such as aiming to reduce the chance of a customer canceling their contract with an Internet provider.

The system draws on whatever data each company has about each caller, including how long someone has been a customer, what they pay each month, when they last called, and how that call went.

Some critics, such as University of College London's Michael Veal, think callers should be informed that the call is being influenced by AI.

From New Scientist
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