Understanding AI Conversational Tone to Improve Customer Service - Avaya & Intel Team Up!

When customers call a company, sometimes they are not in a good mood. Years ago, I did a project advising a governmental tax agency (yes, that one) on improving customer service to citizens. My proposal was simple: give agents more freedom to be offline whenever they needed to be. Agents would be able to take breaks at any time. Once adopted, this proved to be empowering.