Why would anyone develop a computer program that will insult people? It’s to improve customer service. The Australian reports that the Touchpoint Group, a company in New Zealand, is creating a computer model that accurately simulates irate and obnoxious customers. Customer service workers can interact with that model in order to learn how to deal effectively with terrible people that they encounter at work:
Touchpoint Group chief executive Frank van der Velden said the research would help with the complex task of understanding how customers were affected by the various products, systems, policies, processes and people they interacted with in the lead-up to reaching breaking point.
Mr van der Velden said the program would constantly run “what if” scenarios to see if a particular scenario was likely to enrage or benefit the customer.
“The end goal is to build an engine that can recommend solutions to companies — and we’re talking about the people at the frontline here — how they can improve particular issues that customers are facing,” Mr van der Velden said.