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EM&AI Uses Artificial Intelligence To Revamp Customer Service

Chad Fredrick Quirao by Chad Fredrick Quirao
April 28, 2022
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In Vietnam, one local startup, EM&AI has built a service based on conversational AI. The startup uses AI to analyze and interpret the structure, meaning, tone, speed, and pitch of words spoken by human speakers. It also claims its AI is able to process human sentiment and generate responses that fit individual callers.

Companies use EM&AI’s technology to automate customer service both for internal employees and for customers. It uses artificial intelligence (AI) to provide suggestions and feedback to customer service representatives when they are communicating with clients. The company claims its product is able to formulate a clearer understanding of customer responses rather than merely follow a script and menu structure to route calls to human operators.

EM&AI was founded in 2017 by Do Quang Huy from Vietnam’s top university, Hanoi University of Science and Technology, and research fellows at the Korean Advanced Institute of Science & Technology (KAIST) in South Korea. The company said in an announcement that it will use the investment for product development and expansion into Southeast Asia. According to Reuters, EM&AI’s AI solution is already used by Vietnam-based businesses such as Viettel Post, VNPT Technology, and media group VTC Digital.

Still, there is plenty of room for improvement when it comes to machine learning in general. AI-driven engines are not perfect and fluency, which is able to mimic human conversation with near-perfect efficiency, still remains far away. But the progress shown by EM&AI should be a welcome sight for consumers who use contact centers as well as businesses that employ customer service representatives. No doubt they’re both looking forward to the day when machine learning can become an integral part of human communication in a call center.

 

Source: https://kr-asia.com/emai-is-building-conversational-ai-that-reads-human-sentiment-and-intent

Chad Fredrick Quirao

Chad Fredrick Quirao

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Comments 13

  1. Jade Cruz says:
    10 months ago

    I hope that this technology will be invested by some so that it will be improved and soon to be used worldwide. This article is interesting as well as informative, thanks!

    Reply
  2. cyber says:
    10 months ago

    Very concise information, kudos to author!

    Reply
  3. cleo says:
    10 months ago

    wooow

    Reply
  4. Nino says:
    10 months ago

    Amazing! Job well done❤

    Reply
  5. Feliz Manasan says:
    10 months ago

    Nice article, waiting for your another 🙂

    Reply
  6. Lia says:
    10 months ago

    This could help deal with problems in customer service such as the long line of calls from customers waiting to be answered.

    Reply
    • Cj says:
      10 months ago

      Impressive article!

      Reply
  7. Sheena says:
    10 months ago

    This article is a help for higher officials to be be updated and for this to be implemented. It offers advance technological and customer benefits. Great article!

    Reply
  8. Ace says:
    9 months ago

    Nice article

    Reply
  9. Yielld says:
    9 months ago

    Nice and concise article, kudos to the author!!!

    Reply
  10. Kaia says:
    9 months ago

    Very informative. Thanks for sharing!

    Reply
  11. Taong bayan says:
    9 months ago

    Useful information, thank you!

    Reply
  12. Sunoy xb says:
    9 months ago

    Good article.

    Reply

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