Watson, I.B.M. says, will be used to help human operators, but the
system can also be used in a “self-service” mode, in which customers can
interact directly with the program by typing questions in a Web browser
or by speaking to a speech recognition program.
That suggests a “Freakonomics” outcome: There is already evidence that
call-center operations that were once outsourced to India and the
Philippines have come back to the United States, not as jobs, but in the
form of software running in data centers.
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