Artificial intelligence to handle O2 customer services - BelfastTelegraph.co.uk

O2 has announced plans to introduce an AI capable of performing the same job as customer service staff. The voice recognition system, which is called Aura, was unveiled by the mobile operator's parent company Telefonica at MWC this week. It's expected to launch in the UK next year, and will enable the company to cut customer service costs. Aura would be able to deal with customers' issues over the phone, such as questions about bills and requests to make changes to existing mobile plans. Telefonica also believes that Aura will help it boost customer loyalty, by allowing the firm to hand customers' data back to them.