‘Personality engineering’ puts a human face on telco AI agents. www.fierce-network.com/cloud/per…
My latest on Fierce Network. Amdocs is working with Nvidia on customizing AI customer service agents with human-like characteristics — they have faces and talk — to ensure they effectively represent telco brands. Trials delivered a remarkable 63% reduction in call handling time and a 50% uplift in first-call resolution and customer satisfaction. But AI agents may be facing backlash from consumers.