Scientists develop "the most angry robot in the world" to respond to customer complaints

According to CNN's May 14 report, every sci-fi fan knows the dangers of malicious machines, such as Hal 9000 in 2001 Space Roaming and VIKI in I, Robot. But now, researchers can develop their own real-life versions.

The customer engagement consulting and technology company Touchpoint Group recently invested US$405,800 (equivalent to RMB 2,065,500) to implement a research project in which scientists will create an artificial intelligence machine filled with customers who have accumulated many years of experience. Angry complaints.

The Australian newspaper reported that data experts from Australia and New Zealand will write a machine called “Radiant”, which is a two-year rage that is provided by a large Australian bank. And supported by data from other companies, the purpose of developing these machines is to teach companies how to communicate with angry customers.

"Radiant" takes its name from a supercomputer called "Prime Radiant", which comes from the Asimov book series, which is called "the most angry robot in the world" by world media reports. However, it does not act like an evil robot in science fiction.

If all goes well, this machine is expected to enhance the customer experience by examining the scenes in a number of “if” situations that will irritate customers or help customers.

Frank van der Velden, co-founder and CEO of Touchpoint Group, said that one of the main goals of developing Radiant is to automatically detect these conditions and act quickly on risks and customer opportunities.

Frank van der Velden also said that they hope that artificial intelligence machines will eventually provide practical advice for the solution to help companies solve their specific problems. This will make it possible for the artificial intelligence engine to learn through a series of interactive reactions that have occurred or have not occurred before.

Currently, the company is working with banks, insurance and telecommunications companies, and this experiment could be a valuable asset for any company that is vulnerable to customer complaints.

Frank van der Velden said that the company has no manpower to manually operate the machine, which will cause difficulties. Take the banking industry as an example. They receive a lot of data every day. It is so much that if you can't explain the data, it will become meaningless. And that's where Radiant comes into play.