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Teaching A.I. About Anger Could Improve Your Customer Service Calls

By simulating anger, companies hope they—and their customers—can avoid the real thing.

image via (cc) flickr user jonpayne

The concept of a malevolent artificial intelligence has long been a staple in science and speculative fiction. From Harlan Ellison’s short story I Have No Mouth, and I Must Scream, to big-budget cinematic popcorn-munchers like The Matrix and The Terminator franchises, audiences delight at the notion that we might one day build a computer so smart, it decides humanity has become obsolete and leaves its creators in its wake. Even real world notables like cosmologist Stephen Hawking, computer pioneer Bill Gates, and battery-power baron Elon Musk have lined up to voice concerns about artificial intelligence. But for one company, angry A.I. isn’t something to be feared—it’s the key component to a good customer service experience.

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