Companies often frustrate their customers — or make them downright irate — because of product problems, shipping snafus or rude people on customer service lines.

The problem for companies, though, is to figure out exactly why their customers are angry before they ditch them for a competitor.

To help enterprises discover the root causes of customers’ anger, researchers at a New Zealand-based company are using artificial intelligence (A.I.) and machine learning to mimic furious callers and run through millions of scenarios to figure out how customers react in different situations.

To read this article in full or to leave a comment, please click here