News & Insight

Ever wonder if anyone is listening to your customer service complaints? At AT&T, the answer might surprise you.

The telecom giant is currently experimenting with a new software system that transcribes customer calls. Using machine learning, AT&T's system offers feedback in close to real time to help company reps. The system can even detect customers' emotion, and it offers an interactive database that employees can query for insights on the kind of calls they're getting.

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