Friday, December 24, 2021

Is Artificial Intelligence Coming to an Airline Near You?

 If you're a customer of American Airlines, it already has, according to this article linked by The Travel Insider.

American Airlines has a special way of dealing with angry customers 

I asked the company what sort of emotions its AI could detect and how it does it.

I received a splendid techworld response: "NICE Enlighten's AI Sentiment Analytics platform employs natural language processing and trained language models to identify positive and negative words and phrases, spoken by customers during interactions with agents."

You may already imagine that a customer uttering words and phrases such as "appalling," "ruining my trip", and "I'll never fly this bloody airline again" would be readily spotted by customer service agents as expressing displeasure.

 

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