Marks & Spencer (M&S) is looking to manage customer complaints at call centres using artificial intelligence (AI). The company has been testing the use of AI in its call centre operations for several months and says it will be rolling out a pilot project later this year. If the software doesn’t understand a customer then it will ask questions and prompt the customer to rephrase their query. 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.
Marks & Spencer (M&S) is looking to manage customer complaints at call centres using artificial intelligence (AI). The company has been testing the use of AI in its call centre operations for several months and says it will be rolling out a pilot project later this year. 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.