Posted by & filed under Automation, Chatbots.

Call centre worker with head in his hand

The biggest threat to jobs might not be physical robots, but intelligent software agents that can understand our questions and speak to us, integrating seamlessly with all the other programs we use at home and at work. And call centres are particularly at risk.

Last week we learned that British retail giant Marks & Spencer is moving 100 switchboard staff to other roles because chatbots are taking over their duties.

“All calls to 640 M&S stores and contact centres now handled via Twilio-powered technology,” boasted the California-based tech company operating the new system.

M&S is now using Twilio’s speech recognition software and Google’s Dialogflow artificial intelligence (AI) tool to transcribe customers’ verbal requests and understand their intent. Then the call is routed to the appropriate department or shop.

The system could handle about 12 million queries a year, Twilio says.

Source: BBC Technology of Business

Date: September 7th, 2018



1) How might you use a Twilio chatbot to build a brand new company?

2) What are some of the business issues and risks with building a company around just a chatbot?

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