Twilio ( M&S ) is looking to manage customer complaints at call centres using artificial intelligence (AI). M&S will use software developed by Google and M&S to replace the human operators that have previously directed customers to the required departments. M&S claims the technology correctly identifies 90pc of queries and can direct a call within seconds. Google 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 .
Twilio ( M&S ) is looking to manage customer complaints at call centres using artificial intelligence (AI). M&S will use software developed by Google and M&S to replace the human operators that have previously directed customers to the required departments. Google 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 .