Haydn B Rees

London

Technical Analyst

This has very wide implications.

The Turing Test for artiicial intelligence used to be, "Can you tell the difference between a human and a computer Interlocutor?" If you can't tell the difference, there is no difference.

If I am told that I will be in call-waiting hell for five minutes to speak with a human operator, and get the option to speak with computer which will understand what I say, take useful action, and give me results straight away, the test becomes, "Do I care?"

Call centre first-line support is done by a server, and the second and third line jobs get onshored.