Balancing Human with Human
March 20, 2023 • 2 minute read

High Tech Demands High Touch: Balancing CX Automation with Human Interaction

In his 1982 bestselling book Megatrends: Ten New Directions Transforming Our Lives, futurist John Naisbitt forecasted that a high-tech world would demand a high-touch balance. In other words, as technology becomes more advanced and prevalent, there is an increasing need for personal human interaction.

Forty years later, with startling advancements in autonomous technology in many industries, Naisbitt’s prognosis is still valid. We need to heed his advice now more than ever.

The Need for Balance in CX Interactions

In the customer service context, this means that even as companies increasingly rely on automation and advanced technology to aid customers, there is still a need for balance with the personal touch of human agents.

Relying solely on automating customer service can have both benefits and drawbacks. On the one hand, automation can increase efficiency, reduce costs, and handle high volumes of inquiries. However, it can also lead to a loss of personalization and the risk of alienating customers.

By balancing automation with human interaction, companies can take advantage of both benefits: increased efficiency and personalized empathetic service.

Finding the Right Balance Is Vital

Automation can support the work of human agents, so finding the right balance between automation and human interaction is vital to provide the best customer experience. Training and development for human agents are also necessary to create a holistic customer experience.

Interactions Adaptive Understanding Technology Strikes the Right Balance

Interactions Adaptive UnderstandingTM technology seamlessly combines the best of AI and human interaction. The technology delivers human-like experiences across all customer care channels: voice, text, web chat, social media, and mobile.

The Adaptive Technology platform is powered by our proprietary Curo Speech and Language Platform, which combines three technologies:

  • Automatic Speech Recognition (ASR) – speech-to-text technology that translates spoken words into text.
  • Natural Language Processing (NLP) – a branch of AI that deals with the interaction between humans and computers. It gives computers the ability to understand spoken and written language.
  • Human Assisted Understanding (HAU) – a process using human intelligence in real-time as an addition resource to ensure accurate understanding for low confidence score utterances.

Request a demo to learn more about how Adaptive Understanding can humanize your CX.

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