In 2019, Amazon upgraded its Alexa assistant with a feature that enabled it to detect when a customer was likely frustrated — and respond with proportionately more sympathy. If a customer asked Alexa to play a song and it queued up the wrong one, for example, and then the customer said “No, Alexa” in an […]
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Masood talks Babar, his working relationship with the new selection committee, and on the "constructive criticism" that...
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