Artificial intelligence for call centres

Fujitsu Laboratories has developed technology that can be easily set up and autonomously carry on a dialogue, based on artificial intelligence (AI) technology, while accurately understanding a user’s request and naturally eliciting the necessary information. The technology is intended primarily for customer service support.With previous technology, dialogue with computers required preparations of dialogue scenarios laying out how to respond when certain things are said, and business systems usually operated based on these scenarios.Now Fujitsu Laboratories has developed a new technology that can structurally extract the relationships between word meanings of input text to deal with the multiple meanings, ambiguity and other problems particular to Japanese language expressions, enabling a highly accurate understanding of users’ speech and realizing smooth dialogue.In addition, by properly incorporating information from external databases, such as linked…

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