Humana Pharmacy has deployed an artificial intelligence system in its call centers that gives the human employees gentle nudges to be more empathetic with customers. . . . The algorithm, built by the AI development firm Cogito, reminds people when they’ve stayed silent for too long or start speaking too quickly, according to USA Today.
None of this is to say that artificial intelligence has reached a point where it comprehends emotions at a human level or that it feels anything of its own. Joshua Feast, CEO of Cogito, told USA Today that he sees the system as more of a coach than a replacement for human employees, who can field dozens of calls from irritated customers every day. In addition to USA Today, Continue the story here :