Marks & Spencer ( M&S ) is looking to manage customer complaints at call centres using artificial intelligence ( AI ) . M&S will use software developed by Microsoft and Google to replace the human operators that have previously directed customers to the required departments . M&S said that no jobs will be lost following the implementation of the new software , which will be used in all their offices across the UK .
Marks & Spencer (M&S) is looking to manage customer complaints at call centres using artificial intelligence (AI). M&S will use software developed by Twilio and Google to replace the human operators that have previously directed customers to the required departments. M&S said that no jobs will be lost following the implementation of the new technology, which will be used in all M&S stores across the UK.