You Recommended What?

Our top lead consultant had been working with them for months to integrate the software into their back-end databases and front-end call center software (no mean feat: these were Windows PCs simulating IBM "green screens"!), and tuning the recommender to produce high quality recommendations that were successful against historical sales data. The recommendations were designed to be delivered in real time to the call center agents during live inbound calls. For instance, if the customer ordered the pink housecoat, the recommender might suggest the fuzzy pink slippers to go with it, based on prior sales experience. The company was ready for a big test: our lead consultant was standing behind one of the call center agents, watching her receive calls. Then the moment came: the IT folk at the company pushed the metaphoric big red button and switched her over to the automated recommender system.