The next time you make a customer service call, your place in line could be determined by how old you are.
Nuance, a company that makes voice recognition products for businesses, says it’s developed an age-detection AI that can single out senior citizens for priority service. It can also help detect fraud by looking for mismatches between the age of the caller and the account holder on file.
Nuance’s first customer is the Spanish telecom giant Telefónica, which started asking for age-recognition tools to address a spike in customer service calls during the coronavirus pandemic. Within a month, Nuance had a solution in place, and now it’s hoping to sell the technology to banks, insurance companies, and government agencies as well.
“We really showcased how with computer technology we can be far more precise and far more sophisticated than the human ear could be,” says Brett Beranek, the vice president and general manager of Nuance’s security and biometrics business.
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Source : fastcompany.com
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