Question

【题目】 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 (产生共鸣) 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】

本文是一篇科研报道。一家公司发明了一款人工智能软件，可以通过电脑分析客户服务人员和顾客的语速、语调以及说话人的情绪，适时给出建议，提高客服人员的沟通能力。

【1】细节理解题。根据第二段中This is Cogito, an artificial intelligence program designed to help customer service workers communicate more clearly, empathize (产生共鸣) with frustrated callers, and improve their overall performance.可知，这是一个名为Cogito的人工智能程序，目的在于帮助客服人员更清晰地沟通，与恼火的来电者产生共鸣，从而提高他们的整体表现。由此可知，Cogito程序的目的是提高客服人员与客户的沟通。故选C。

【2】推理判断题。根据第四段第二句The company behind the software, Cogito Inc., has raised more than $70 million.可知，发明这个软件的公司赚了7千多万美元，因此可推断出这个软件给公司带来了很大的利润。故选B。

【3】细节理解题。根据最后一段中But like other enterprise software, it could soon spread well beyond call centers and other offices and into our daily lives.可知，但就像其他企业软件一样，它可能很快就会从呼叫中心和其他办公室扩展到我们的日常生活中。由此可知，Cogito未来将成为我们日常生活的一部分。故选A。

【4】推理判断题。全文围绕人工智能软件Cogito来展开说明，介绍了这款智能软件的研发目的以及工作原理，并从各个不同的角度说明了它带来的好处，最后展望了Cogito的发展前景，由此可推断出，本文讨论的是和科学技术相关的话题，最有可能出现在杂志上。故选D。