Robot 'agents' will staff call centre

Sep 3 2009 by Andrew Mernin, The Journal

A COMPANY which aims to replace call centre agents with artificially-intelligent 'robots' has announced a partnership agreement with Sunderland Software City.

Newcastle-based Artingence will work with the Wearside initiative - which aims to inspire the growth of a global hub for software businesses in Sunderland - on a number of different projects.

Following meetings between the firm and the University of Sunderland’s Professor John MacIntyre and Software City CEO Bernie Callaghan, the two parties will work together to seek new growth opportunities for Artingence.

The University of Sunderland is involved in the development of some of the world’s foremost artificially-intelligent technology.

It also specialises in technology which is focused on the interaction between humans and computers and has lab facilities which will be used to improve Artingence’s plans for a call centre staffed by computers.

Dr Odin Taylor, an expert in artificial intelligence and software development, will lead the collaborative venture and, alongside Prof MacIntyre, will advise Artingence on technical matters.

Software City will also help Artingence find a suitable location for its first call centre which will see human staff manage teams of around a dozen ‘robot’ agents from one computer.

The software agents will sound and respond like real people and can be customised with regional accents – including Geordie – to suit their target customer. The technology is far more advanced than current automated call centre services such as those used by banks to take telephone payments

For example, the agents have the ability to talk to customers about their mobile phone, upgrading it, renewing their contract or changing their plan.

The business was born out of the International Centre for Life in Newcastle last year but has since moved its 15 employees into larger premises on Mosley Street as it prepares to enter the market next year.

It will create about 25 new jobs as it sets up a commercial division in the North East.