(Reuters) – Business software provider Salesforce.com Inc said on Tuesday it would use artificial intelligence (AI) technology from Amazon.com Inc’s cloud computing unit to improve customer service apps.
Salesforce makes software systems that businesses use to house customer information, like which products or services a customer has purchased and how long they have been a customer. Agents use the information to solve customer issues.
Salesforce said it will use technology from Amazon Web Services to turn the customer’s spoken words into text, where it can be translated into different languages or analyzed to determine whether the customer is angry or satisfied, all in real time.
From there, Salesforce’s own software can read the text and make suggestions using data already in the business’ Salesforce-based systems, such as recommending answers to the customer’s questions.
Bret Taylor, Salesforce’s president and chief product officer, said the practical effect of the…
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