eBay Australia is conducting a pilot test of a virtual customer-support agent system, which it calls "Emma." About 30 percent of eBay.com.au members will encounter the new system when clicking on Live Help. Members will be able to choose to chat with "Emma" or with a live agent.
Other companies use virtual agents as part of their customer service programs, such as "Ask Jenn" at Alaska Airlines or "Ask Tina" at TurboTax. The programs use artificial intelligence to serve up relevant answers to queries typed in by customers.
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eBay Australia is conducting a pilot test of a virtual customer-support agent system, which it calls "Emma." About 30 percent of eBay.com.au members will encounter the new system when clicking on Live Help. Members will be able to choose to chat with "Emma" or with a live agent. 