Question

【題目】 I'm on the phone with a frustrated customer, and a note appears on my computer screen: You are speaking slower than usual. Speed up. I do, and the message disappears, only to be replaced with another: Continuous Speaking — Finish your thought.

This is Cogito, an artificial intelligence program designed to help customer service workers communicate more clearly, empathize (產(chǎn)生共鳴) with frustrated callers, and improve their overall performance. Cogito listens to the tone, pitch, word frequency and other factors in customer service conversations. When it detects something wrong-an irritated customer, a call center agent taking too long to respond — it displays a note on the agent's computer telling them how to improve.

For anyone who's spent hours of their lives stuck on the phone with an unhelpful or very rude customer service agent, Cogito may seem. like a godsend. And some customer service agents using the software generally say they find it helpful. One employee says that Cogito helped her cut her average call time nearly in half, while another says it helped her speaking slow down.

Cogito has been launched to more than sixty call centers across the U. S. over the past year. The company behind the software, Cogito Inc., has raised more than $ 70 million. “We were 45 people a year ago,” says Cogito CEO Josh Feast, whose. company now has 150 employees. At MetLife, managers say that the program improved customer satisfaction by 13%，and helped agents (who take an average of 700 calls a week) to have more “human” conversations.

Such software as Cogito is unlikely to stop at the meeting room. But like other enterprise software, it could soon spread well beyond call centers and other offices and into our daily lives.

【1】What's the purpose of Cogito program?

A.To speed up customer service workers' speaking.

B.To store the conversations between customers and agents.

C.To improve customer service agents' communication with callers.

D.To complain of frustrated callers.

【2】What can we infer about Cogito in Paragraph 4?

A.Cogito bas been used by sixty call centers in the world.

B.The company behind the software benefits a lot from Cogito.

C.Josh Feast designed Cogito with the help of employees.

D.Customers weren't satisfied with MetLife's service without Cogito.

【3】What's the future of Cogito according to the text?

A.It'll be part of our normal day-to-day life.

B.I'll spread into other offices.

C.I'll tell humans what to do.

D.I'll replace customer service agents.

【4】Where is the text most likely from?

A.A novel.B.A brochure.

C.A guidebook.D.A magazine.

Answer 1

【答案】

【1】C

【2】B

【3】A

【4】D

【解析】

本文是一篇科研報(bào)道。一家公司發(fā)明了一款人工智能軟件，可以通過電腦分析客戶服務(wù)人員和顧客的語速、語調(diào)以及說話人的情緒，適時(shí)給出建議，提高客服人員的溝通能力。

【1】細(xì)節(jié)理解題。根據(jù)第二段中This is Cogito, an artificial intelligence program designed to help customer service workers communicate more clearly, empathize (產(chǎn)生共鳴) with frustrated callers, and improve their overall performance.可知，這是一個(gè)名為Cogito的人工智能程序，目的在于幫助客服人員更清晰地溝通，與惱火的來電者產(chǎn)生共鳴，從而提高他們的整體表現(xiàn)。由此可知，Cogito程序的目的是提高客服人員與客戶的溝通。故選C。

【2】推理判斷題。根據(jù)第四段第二句The company behind the software, Cogito Inc., has raised more than $70 million.可知，發(fā)明這個(gè)軟件的公司賺了7千多萬美元，因此可推斷出這個(gè)軟件給公司帶來了很大的利潤。故選B。

【3】細(xì)節(jié)理解題。根據(jù)最后一段中But like other enterprise software, it could soon spread well beyond call centers and other offices and into our daily lives.可知，但就像其他企業(yè)軟件一樣，它可能很快就會從呼叫中心和其他辦公室擴(kuò)展到我們的日常生活中。由此可知，Cogito未來將成為我們?nèi)粘Ｉ�活的一部分。故選A。

【4】推理判斷題。全文圍繞人工智能軟件Cogito來展開說明，介紹了這款智能軟件的研發(fā)目的以及工作原理，并從各個(gè)不同的角度說明了它帶來的好處，最后展望了Cogito的發(fā)展前景，由此可推斷出，本文討論的是和科學(xué)技術(shù)相關(guān)的話題，最有可能出現(xiàn)在雜志上。故選D。