Japan: Railway operator mulls artificial intelligence to improve customer service

A JR East train. Pic: ressha.hakkajiten.com THE East Japan Railway Company, also known as JR East, is considering the use of artificial intelligence (AI) to make their already-impeccable customer service even better. The AI technology would be used to help call center operators respond to inquiries more efficiently, with a system that turns audio from phone conversations into text, analyzes them and then throws up answers for the operators to use. According to the Nikkei Asian Review, a pilot study is planned for the fall to test the system, which in time will learn which responses are suitable for operators. SEE ALSO: Google Annual Showcase: Virtual reality, artificial intelligence, and Android Pay The AI system will also learn specific railway terminologies, acronyms and new words as it creates a database of…


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