Microsoft's automated agent: Can we talk?
InternetNews | at | by Mike
Microsoft is shipping an update to its Automated Service Agent that adds new features meant to enhance its ability to provide unattended, chat-based customer care to Web users.
The ASA is a conversational service agent that is driven by natural language technology which Microsoft acquired in 2006 when it bought out tiny Colloquis.
Users can carry on conversational chat sessions with the ASA, thus cutting down on the number of individual sessions that live support personnel need to handle, a Microsoft official said.