Comments on: The Turing Test in the Contact Center http://www.destinationcrmblog.com/2009/02/09/the-turing-test-in-the-contact-center/ A blog from the editors of CRM magazine Sat, 04 Feb 2012 06:39:55 +0000 hourly 1 http://wordpress.org/?v=3.3.1 By: Anh http://www.destinationcrmblog.com/2009/02/09/the-turing-test-in-the-contact-center/comment-page-1/#comment-641 Anh Fri, 13 Feb 2009 22:03:00 +0000 http://www.destinationcrmblog.com/?p=1083#comment-641 I am one of those that try to avoid talking to machines. One of my pet peeves is the talking answering service used by some companies (ie mobile phone companies). Having to describe your problem to a machine is no fun. I always try to say "agent" or push zero on the phone until they route me to a live person. To me, it's a waste of my time to describe my problems to a machine only to have it say "Sorry, I didn't understand your request. Let me get someone on the phone." And then I have to describe it again to the live agent. If technology can advanced to where I am fooled by the machines, then I am all for it. Until then, I'll stick to my trusty "0" button solution. I am one of those that try to avoid talking to machines. One of my pet peeves is the talking answering service used by some companies (ie mobile phone companies). Having to describe your problem to a machine is no fun. I always try to say “agent” or push zero on the phone until they route me to a live person. To me, it’s a waste of my time to describe my problems to a machine only to have it say “Sorry, I didn’t understand your request. Let me get someone on the phone.” And then I have to describe it again to the live agent.

If technology can advanced to where I am fooled by the machines, then I am all for it. Until then, I’ll stick to my trusty “0″ button solution.

]]> By: Anand Chopra http://www.destinationcrmblog.com/2009/02/09/the-turing-test-in-the-contact-center/comment-page-1/#comment-621 Anand Chopra Wed, 11 Feb 2009 22:13:33 +0000 http://www.destinationcrmblog.com/?p=1083#comment-621 Marshall - interesting perspective on how to look at a real-world application...your post caused me to reflect on my experience driving product strategy and vision at two of the well established e-service companiesin the market today (Kana and Talisma, now known as nGenera). AI in this space is not necessarily new, the issue is the effectiveness of the technology and the comfort level of the enterprises implementing the solution. The technology has made great strides and is now 'game ready' - in fact there are enterprises that are now (finally) seeing tremendous results. The second point concerning the comfort level is whole different ball game. The technology I'm referring to allows email response management systems (ERMS) automatically answer incoming emails at increasing volumes as the system 'learns.' So, coming back to the comfort level of those managing the systems - we're just not there yet. It requires days of coaching (ie consulting) from the vendors to really work effectively. Adding to the difficulty is today's business climate - with the turnover most companies are experiencing, what happens when the one person who knows how to manage this technology is no longer at the company?? Enterprises will be forced to hit the Restart button, which is just another hurdle to getting it started again...but here's an idea - how could web 2.0 help us with this? A community that can discuss these types of technologies and tips on how to use them is non-existent today - seems like the time is right and if done well, the technologies may finally take off! Marshall – interesting perspective on how to look at a real-world application…your post caused me to reflect on my experience driving product strategy and vision at two of the well established e-service companiesin the market today (Kana and Talisma, now known as nGenera). AI in this space is not necessarily new, the issue is the effectiveness of the technology and the comfort level of the enterprises implementing the solution. The technology has made great strides and is now ‘game ready’ – in fact there are enterprises that are now (finally) seeing tremendous results. The second point concerning the comfort level is whole different ball game. The technology I’m referring to allows email response management systems (ERMS) automatically answer incoming emails at increasing volumes as the system ‘learns.’ So, coming back to the comfort level of those managing the systems – we’re just not there yet. It requires days of coaching (ie consulting) from the vendors to really work effectively.

Adding to the difficulty is today’s business climate – with the turnover most companies are experiencing, what happens when the one person who knows how to manage this technology is no longer at the company?? Enterprises will be forced to hit the Restart button, which is just another hurdle to getting it started again…but here’s an idea – how could web 2.0 help us with this? A community that can discuss these types of technologies and tips on how to use them is non-existent today – seems like the time is right and if done well, the technologies may finally take off!

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