If the automated agent can’t handle a request, it refers the request to a human customer service representative. Typically, these agents are governed by rules, rather like flow charts that specify responses to particular customer inputs. Most text-based online customer service systems feature automated agents that can handle simple requests. To help our customer service agents provide support in new regions and with new customers, we’ve begun testing two neural-network-based systems, one that can handle common customer service requests automatically and one that helps customer service agents respond to customers even more easily. Member FDIC.One of the ways Amazon continues to work towards its mission of being the “Earth’s most customer-centric company” is through a commitment to world-class customer service.

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