Artificial Intelligence (AI) is currently one of the most talked about topics – spanning various industries, companies, and applications. More recently, though, the conversation has shifted to begin acknowledging the role of humans behind all of this automation, particularly when it comes to ensuring accuracy and top performance.
There are many use-cases for what is known as human-assisted AI. At Interactions, we are particularly concerned with the application of human-assisted AI for enterprise customer care.
When it comes to customer care, the goal is to achieve flawless and consistent performance for any task, while still keeping costs down. Live agents alone are often, not always consistent in their answers, and present a real security concern with social engineering practices. But while automation is key for scale and delivery convenience for customer support and virtual assistance, it is simply not performing well enough to ensure a reliable customer experience every time.
Take a look at our Resource Library to learn more about strategies for combining human assistance with automated service delivery paradigms to provide users with reliable and convenient customer care services.