Many companies now turn to artificial intelligence (AI) to provide sales agents with coaching services that were originally offered by human managers. AI coaches are computer software solutions that leverage deep learning algorithms and cognitive speech analytics to analyze sales agents’ conversations with customers and provide feedback to improve their job skills. MetLife, an insurance giant adopted an AI coach named Cogito to offer training feedback to its call center employees to improve customer service. However, such coaches can also overload trainees and lack the empathy to fully connect with them. This Journal of Marketing study explores the growing use of AI to coach sales agents to determine how such coaches can be deployed to maximize their sales effectiveness.
Full Journal of Marketing article: https://doi.org/10.1177%2F0022242920956676
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