Artificial Intelligence
"For German press one, for French press two, for Italian press three..." We've all been there: you call a hotline and start by speaking to a tape recorder. If you make a mistake, the whole game starts all over again. This prolongs the waiting time many times over.
Swisscom's AI (Artificial Intelligence) team is working on simplifying the tedious process of calling the hotline with artificial intelligence. However, just like a small child, it first has to be trained. To do this, the system is fed a huge amount of data. Based on this data, the system can gain experience and form patterns. The aim is to achieve the following goal: In future, someone calls the Swisscom hotline and briefly describes the problem to the AI. The system then recognises a) the language b) the problem and assigns it c) to the right specialist. The caller is forwarded directly and thus avoids tedious waiting times.
But what does all this have to do with us Swisscom apprentices? We can feed artificial intelligence with data. And that's exactly what we did: the AI team visited us in the ICT(opens in new tab) flat yesterday and explained how artificial intelligence works and how we can support the team. In Switzerland in particular, the different languages and dialects pose a major challenge when programming a speech recognition system. So the more different we sound, the better for training our artificial intelligence!
Ehemalige Mediamatikerin
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