Out of the 17,000 IoT devices Amazon recently shipped to the U.S., over 1,200 were meant to aid in customer service. Amazon has identified a gap in the market where it could help device owners combat abuse, especially through using machine learning.
“As of today, we’re the only company in the world selling tools that helps customers handle phone calls and online support, but it’s so hard for the customer to navigate,” said Ian Freed, Vice President of Amazon Customer Service.
Amazon is already providing to home and business owners free access to CCS, a conversational AI designed to help them triage queries in their home and office. Similar to Netflix, Amazon gives users a way to ask more questions and to even suggest responses.
“All of the non-Amazon people have no idea how this works; they think we make stupid suggestions. But Amazon actually takes a lot of pictures, and when I answer a phone call, it essentially takes all those pictures and then gives me an algorithm to answer. So I can answer questions, like ‘who’s on the call?’. And they have some pretty good guesses,” says Amazon customer services consultant Stephen Hoagland.
Along with these helpouts, owners of Amazon Echo speakers can visit its online help center to ask Alexa more basic questions. Alexa, which learns a user’s habits from their voice commands, responds to questions with the best answer she has at the time, answering about 10,000 questions per second.
Both potential answers are developed using Amazon’s CCS product and helpouts. Amazon has already seen success with its AI. In January, engineers from its neural machine learning team successfully modified a legacy application to make human voice services such as Siri and Cortana more conversational. More about how it works is available here.
Read the full story at Ubergizmo.
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