Data experts from Australia and New Zealand will program a machine, under project name "Radiant", with two years' worth of irate calls – supplied by a leading Australian bank and data from other businesses – as a way of teaching companies how to handle angry customers, The Australian reports.
"Radiant" is named after a supercomputer - Prime Radiant - from an Isaac Asimov book series and dubbed the "world's angriest robot" by the world's media coverage. It, however, won't be expected to act like any evil robot found in science fiction.
The machine – if successful – will hopefully improve customer experience, by playing out several "what if" situations to see if these scenarios are likely to anger or help the customer.
Touchpoint CEO and co-founder, Frank van der Velden said in a statement that "one of the key objectives of Radiant is to automatically detect these situations, and to allow both risks and customer opportunities to be quickly acted on."
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Mr van der Velden, told The Australian, that they hope the AI machine will eventually be able to actually advise solutions for businesses on specific customer issues.
"This will be possible by enabling our AI engine to learn right across a whole range of interactions of what has and has not worked in past examples," Mr van der Velden said.