Capitec launches Pulse AI feature

[mylesillidge]

Capitec launches new system that can almost reads customers' minds

Capitec has launched a "world-first" artificial intelligence (AI) feature designed to speed up customer support by providing agents with information on potential client problems before they pick up the call.

Unlike the many AI integrations that have gained traction in chat support in recent years, the Pulse AI feature interacts with agents, rather than customers.

 

[Pythonista]

Why on earth do these institutions think that people like dealing with AI. It's the most awful experience and the first thing I ever ask them is : "can I speak to a real human ?" More often than not they can't even understand that.

 

[Quicks]

Cool, another AI feature no one wanted.

Just for getting the AI stamp of approval.

 

[Nom Chompsky]

Why are companies launching all this AI slop? It just creates more frustration!

 

[RaptorSA]

Why on earth do these institutions think that people like dealing with AI. It's the most awful experience and the first thing I ever ask them is : "can I speak to a real human ?" More often than not they can't even understand that.

If I read this correctly this is not the same thing.

These aren't AI bots that you interact with, it's a system using agents internally that provides the human support assistant on the other end with contextual information about your accounts etc. and possible reasons why you might be calling.

Pretty cool use for AI if you ask me.

 

[xera]

Making a system proactive the moment the client interacts with support -

How about being actually proactive, and fix the clients issues before they raise them?

 

[DrJohnZoidberg]

Really grabbing at straws here trying to ride the AI marketing hype.

This isn't even a customer facing feature, so how is this newsworthy? It's a internal tool designed to help support agents, if we had to write an article every time somebody wrote a tool to improve productivity we'd be in a very dark place.