Artificial Intelligence Handles Phone Calls for NTT

We’ve all talked to annoying robot voices on the phone in lieu of actual customer service people. But NTT Communications today says it is creating a service via artificial intelligence for “highly natural automated dialogue.” NTT Communications is a branch of NTT Group, which offers cloud services to enterprise customers. At VMworld in San Francisco in September, Pat Gelsinger, CEO of VMware, said artificial intelligence (AI) will characterize the next major wave of IT innovation, and he described it as “software-defined anywhere, where software is writing software.” NTT is working with IPsoft’s automated cognitive agent, named “Amelia,” along with language processing technology that NTT Media Intelligence Laboratories have been developing for about four decades. The service will use AI to interact with customers in both English and Japanese and learn from experiences to improve…


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