The software, developed with tools from Cogito Corp., has been trained to detect conversational cues, like a customer speaking quickly, sounding tense or speaking over the agent. Call center agents will then receive an electronic alert with suggestions for how to proceed. These suggestions might include speaking less or changing their tone of voice. Eventually, Humana hopes the AI software will be able to predict customer behavior.
“We want to know what the consumer is going to do before they do it, so it feels like we know them,” Geeta Wilson, director of consumer experience at Humana, told the Wall Street Journal.
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