Jpmorgan’s Customer Service Vibe Check

JPMorgan Chase is seeking to patent a system that uses machine learning to determine customer dissatisfaction in real-time during customer service interactions. The system generates a real-time stream of transcript data during a phone call or an online chat between a customer and an agent, which is then compared to predefined complaint data. Depending on the similarity score, a customer service agent may be automatically given suggestions to resolve the issue. JPMorgan said that this helps alleviate the burden of angry customers from agents while improving accuracy in amending customer complaints.