Report: Amazon plans to bring Alexa and cloud-based deep learning tools to call centers - GeekWire
Amazon Web Services CEO Andy Jassy at the 2015 re:Invent conference. (Amazon Photo)
Amazon is gearing up to disrupt another industry, and this time it's call centers.
Amazon Web Services developing a suite of cloud-based tools to sell to enterprises that would help them manage their call centers, based on technology the online commerce giant developed for its own retail call centers, according to a report from The Information.
According to the report, citing a person briefed on the plans, the programs will incorporate Amazon's digital assistant Alexa to answer some questions on the phone as well as via text message. The report claims the service will also employ Lex, a chatbot building service that uses the same deep-learning technology as Alexa, and text-to-speech program Polly. All these aspects together paint the picture of a suite of tools that allows customers to build their own customer service programs using bots and voice control with the ability to learn and adapt to specific industries.
The Information reports that the new products could be announced as soon as mid-March and could jolt the call center software industry. It's a market that features many players such as Seattle-based Spoken, as well as other companies like Cisco Systems, Avaya and Genesys.
Amazon Web Services has been in the news a lot lately for new products that it has announced and others it is considering. Amazon's cloud service arm is reportedly considering bundling its email, file storage, and video conferencing apps into a productivity suite that would compete with Google G Suite and Microsoft Office 365.
That news followed the company's announcement of Chime, a conferencing service born out of Amazon's acquisition of Biba, a San Francisco-based maker of chat, video and audio conferencing tools for businesses. That project has stumbled out of the blocks as a company called CafeX, which last year launched an online conferencing and collaboration system, also called Chime, filed a federal trademark lawsuit against Amazon last week.
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BAGHDAD The U.S.-led military coalition on Saturday said its forces destroyed a building in the main medical complex of western Mosul, suspected to house an Islamic State command center.
VATICAN CITY Vatican authorities froze more than two million euros in cases of suspected money laundering in 2016 as part of Pope Francis' drive to clean up the finances of the Holy See, its chief magistrate said on Saturday.
SPIJKENISSE Geert Wilders launched his election campaign on Saturday, promising to crack down on "Moroccan scum" he said were making the streets unsafe and urging the Dutch to "regain" their country with a vote for his anti-Muslim, anti-EU Freedom Party.
ISTANBUL Turkish police detained 26 people over a car bomb attack in the south-eastern town of Viransehir, Interior Minister Suleyman Soylu said on Saturday.
Abraham Lincoln, George Washington and Franklin D. Roosevelt were ranked as the top three U.S. presidents in history respectively while Barack Obama entered the rankings in the 12th spot, based on a survey of historians released on Friday.
At least 41 people are dead and 239 wounded after three suicide bombers attacked the airport.
Authorities say 23 Turkish citizens, 10 foreign nationals and three people of dual nationality are among the dead.
Turkish President Recep Tayyip Erdogan called on world leaders to "take a firm stance against terrorism."
The FAA has beefed up security at U.S. airports.
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RCSED design. Credit: Ivan Zolotukhin
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