Developing First Utility's chatbot: 'the smallest mistake can make customers very upset'

John Leonard
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Natalia Konstantinova
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Natalia Konstantinova

Dr Natalia Konstantinova describes the benefits and challenges of creating a tireless customer services operative

Two-and-a-half years ago, independent energy supplier First Utility began rolling out a chatbot, building its own in-house machine learning algorithms in order that its customer services coverage could...

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