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The explosion of multimedia data, the continuous growth in computing power, and advances in machine learning and speech and natural language processing are making it possible to create a new breed of virtual intelligent agents capable of performing sophisticated and complex tasks that are radically transforming contact centers. These virtual agents are enabling ubiquitous and personalized access to communication services from anywhere. They ultimately provide a vehicle to fully automate eContact services without agent personnel. They are not limited to multimodal, multimedia, and multilingual capabilities, but also possess learning and data-mining capabilities to enable them to scale and self-maintain as well as extract and report on business intelligence. AT&T VoiceTone is a subset of this eContact revolution focused on creating this new wave of intelligent communication services.
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Gilbert et al. (2005) studied this question.
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