“Most text-based online customer service systems feature automated agents that can handle simple requests. Typically, these agents are governed by rules, rather like flow charts that specify responses to particular customer inputs. If the automated agent can’t handle a request, it refers the request to a human customer service representative. On amazon.com, we’ve started phasing in automated agents that use neural networks rather than rules. These agents can handle a broader range of interactions with better results, allowing our customer service representatives to focus on tasks that depend more on human judgment.”<\/p>\n