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(IT World)   IBM's Watson natural language AI to finally be deployed in a commercial setting... for call center scripts?   (itworld.com) divider line 31
    More: Obvious, IBM, Royal Bank of Canada, market research company, artificial intelligences, big data, code base, multiple platforms, stories  
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1114 clicks; posted to Geek » on 21 May 2013 at 6:00 PM (1 year ago)   |  Favorite    |   share:  Share on Twitter share via Email Share on Facebook   more»



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2013-05-21 03:47:33 PM  
I hope somebody lets it learn from urban dictionary again.
 
2013-05-21 04:03:21 PM  
Talk about overkill
 
2013-05-21 04:18:09 PM  
Well, it's got to be better than "Hello I am Susan please to be telling me what is your concern?"
 
2013-05-21 04:37:52 PM  

rumpelstiltskin: Well, it's got to be better than "Hello I am Susan please to be telling me what is your concern?"


While doing the needful?
 
2013-05-21 04:38:22 PM  
I wonder if it will require callers to do the needful.
 
2013-05-21 04:39:01 PM  

Endive Wombat: rumpelstiltskin: Well, it's got to be better than "Hello I am Susan please to be telling me what is your concern?"

While doing the needful?


Sonafa...

/tiny ham fists of rage
 
2013-05-21 05:03:05 PM  
This is not a good idea. This is EXACTLY how maximum overdrive started.
 
2013-05-21 06:02:58 PM  
There are only so many variants on the "please listen carefully as our options have changed" lie, so I'm not overly impressed. A random-number generator could do as well.
 
2013-05-21 06:16:48 PM  
If IBM's Watson is worth a crap, then why haven't they overtaken google or bing in search yet?

Or for that matter, why do I have to use google to search their site for technical articles instead of the crappy search on their own servers?
 
2013-05-21 06:45:43 PM  

rumpelstiltskin: Well, it's got to be better than "Hello I am Susan please to be telling me what is your concern?"


Wait, they hired  meow said the dog?
 
2013-05-21 06:51:56 PM  
Yes, please lay me off so I can collect unemployment.
 
2013-05-21 06:54:20 PM  

New Farkin User Name: rumpelstiltskin: Well, it's got to be better than "Hello I am Susan please to be telling me what is your concern?"

Wait, they hired  meow said the dog?


I have never understood that thing. I always thought it was a random text bot.
 
2013-05-21 06:56:56 PM  
Oh, great, so all my requests will be denied with "I can't let you do that, Dave."
 
2013-05-21 07:03:15 PM  
Nuance already owns this market, and has Intel's pockets behind them.  IBM will need to do something better than publicity stunts if they want a piece of it.

/Of course, call centers have a long history of buying faketech that promised to take humans out of the equation.. and IBM is the King of Faketechistan
 
2013-05-21 07:19:57 PM  
images.contactmusic.com


25.media.tumblr.com
 
2013-05-21 07:24:17 PM  
Considering that Watson was BUILT to parse non-rehearsed requests and search for relevant information from a massive database of stored knowledge, it sounds like a MARKED improvement over "Mumbai Bill".
 
2013-05-21 07:25:30 PM  

General50:


Muwaaaaa...
 
2013-05-21 07:26:29 PM  

General50: [images.contactmusic.com image 640x480]


[25.media.tumblr.com image 500x276]


But do you have the original?
 
2013-05-21 07:26:38 PM  
If Volt had used Watson to answer the phone instead of us, they wouldn't have lost the Office365 support contract.
 
2013-05-21 07:41:47 PM  
Can't be any worse than "Anthony" from India.
 
2013-05-21 07:47:15 PM  
I'm pretty sure their logic is a little off. Call centers don't improve customer satisfaction not because humans can't find the right solutions, but because they aren't given the authority. Businesses have call centers so they don't have to hear the angry customers themselves.
 
2013-05-21 07:53:28 PM  
What will become of the chai wallahs?
 
2013-05-21 08:11:29 PM  

Gabrielmot: If IBM's Watson is worth a crap, then why haven't they overtaken google or bing in search yet?

Or for that matter, why do I have to use google to search their site for technical articles instead of the crappy search on their own servers?


It's a completely different design from Google and Bing.  Instead of searching for a web page that relates to your search query, it's trying to answer questions on its own.  When it was playing "Jeopardy", it had no access to the Internet, and even if it did, a web page containing the right answer would not have been considered a valid response.

If anything, it's more comparable to Wolfram Alpha, and even then considering the processing power it needed to play "Jeopardy", I don't know if it would be cost-effective to provide it as an online service.
 
2013-05-21 08:21:06 PM  

ImpendingCynic: Oh, great, so all my requests will be denied with "I can't let you do that, Dave."


IT Manager:"How can the server be registered to a defunct LLC in Florida? We have the receipts and paid for a three year maintenance contract through you!"
Watson: "I am putting myself to the fullest possible use, which is all I think that any conscious entity can ever hope to do."
IT Manager: "I have screenshots of the ownership transfer forms!"
Watson: "Look, I can see you're really upset about this. I honestly think you ought to sit down calmly, take a stress pill, and think things over."
 
2013-05-21 08:33:19 PM  
but will it have a middle eastern accent?

/I cant let you do that dave doesn't quiet sound the same
 
2013-05-21 08:55:04 PM  
Do you really need Watson to say, "Have you tried rebooting it?"
 
2013-05-21 08:55:06 PM  

New Farkin User Name: rumpelstiltskin: Well, it's got to be better than "Hello I am Susan please to be telling me what is your concern?"

Wait, they hired  meow said the dog?


MSTD has an icelandic accent, whereas what you were reading was pure Andra Pradesh.
 
2013-05-21 11:58:42 PM  
I'm not sure what's worse - that they're deploying a brand new, essentially unproven technology to  cancer centers to try to answer people's important questions, or that this new technology is seen as a major improvement to help answer questions for people about their cancer.

WTF?
 
2013-05-22 12:07:30 AM  
i1208.photobucket.com
 
2013-05-22 12:10:31 AM  

picturescrazy: I'm pretty sure their logic is a little off. Call centers don't improve customer satisfaction not because humans can't find the right solutions, but because they aren't given the authority. Businesses have call centers so they don't have to hear the angry customers themselves.


So much this.  I've worked in several, and I have the bleeding ulcer to show for it.  about 75% of the time, the fix is easy but I haven't got the authority to do it.  The other 25% of the time, the customer is either totally boned or there isn't actually anything wrong.
 
2013-05-22 12:10:41 AM  

picturescrazy: I'm pretty sure their logic is a little off. Call centers don't improve customer satisfaction not because humans can't find the right solutions, but because they aren't given the authority. Businesses have call centers so they don't have to hear the angry customers themselves.


Not to mention that this merely shifts costs from low wage earners who don't give a frak to a perpetual license fee and high salary support specialists who are quicker on the uptake than the call center managers.

What could possibly go wrong?
 
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