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AI computer trusted more than chancellor.

A survey undertaken by Cambridge web services company, Transversal indicates that an artificially-intelligent computer is more trusted with financial information than the Chancellor of the Exchequer. The survey into opinions of customer service in the financial services industry revealed that 31 per cent of respondents trusted an artificially-intelligent computer compared to 11 per cent for Gordon Brown.

When it came to the way people felt they were dealt with by financial services companies nearly half the survey respondents cited too much jargon /incomprehensible answers as a major problem. This was followed by unhelpful staff (19 per cent), inaccurate answers (14 per cent and being too slow to respond (13 per cent). The survey revealed that 60 per cent of respondents were mystified just by pensions alone!

Transversal has developed a web self-service, product called Metafaq, which utilises artificial intelligence, enabling any organisation to answer questions posed to their websites immediately. When a website visitor asks a question, Metafaq returns appropriate responses from a knowledgebase of previously asked questions.

Only questions that cannot he answered are forwarded to support staff. Their responses are then simultaneously emailed back and added to the knowledgebase to be used to answer future queries. The more questions that are asked and answered, the better the system becomes at handling queries. www.transversal.com
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Title Annotation:IT News
Publication:Database and Network Journal
Date:Aug 1, 2003
Words:217
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