Today, most companies are turning to virtual agents to contain costs and offer round-the-clock support. They are trying to offer excellent customer experience and responding with Omnichannel customer engagement platforms that meet their customers whenever and wherever required. The Omnichannel approach refers to adopting the latest technology to offer a differentiated customer experience. MIT Technology Review Insight’s recent global survey states that approximately 90% of companies deploy Artificial Intelligence (AI) across some aspect of their customer journey.
Why is there a need to Blend AI with Human Intelligence?
Business leaders are taking bold steps to transform customer service and bridge the gap between customer expectation and service delivery. Enlisted are the reasons why organizations must blend AI with human intelligence.
Delivering consistent customer experience
Today most organizations experience overwhelming customer calls. Most agents are working remotely, and customers expect a quick resolution of their queries. In such a scenario, a combination of human intelligence and AI help in resolving these issues. The optimal blend of the two intelligences delivers a consistent customer experience.
AI augments human support
Human intelligence is the best for solving complex problems, such as easing customer anxieties and reassuring them. Humans within an organization juggle multiple tasks, such as accessing knowledge banks, connecting with other team members, and going through the customer’s history. AI, in such a scenario, augments human capabilities. How? With AI, humans can access knowledge banks with the click of a button, connect with specialists, allows leaders to monitor their subordinates working remotely, and alert leaders during any trouble. Further, AI helps your employees receive real-time alerts and notifications, check if the agent follows strict, adheres to regulatory compliance, and fulfills the disclosure clauses.
Customers prefer a human touch
Some recent research state that customers prefer human touch regardless of their geographic location and industry verticals. The researchers also highlight the importance of solving the customers’ problems immediately. In such a scenario, AI plays an excellent role, as it does not require increasing the number of agents within your organization.
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How to Create the Perfect AI-Human Blend?
If you plan to enhance automation in your organization, the reputed Human Resource Management in Thailand proposes these four human-AI blending scenarios worth exploring.
- Agent Augmentation
When your customers interact with your agents, AI enhances the effectiveness and productivity of the agents. A bot understands the conversations (which can be text or in voice) and feeds the transcript to a machine learning model that offers suggested responses of the agent in real time. The suggestions come from a knowledge base or are generated through a neural network trained from other agent responses in similar situations. In customer service, neutral conversational models do not support direct customer interactions due to the risk of uncertified answers and lack of transparency. However, the technology is effective as agent-facing tools, offering the best responses that human agents can accept with slight modifications, which helps in saving time and enhance quality.
- Bot Supervision
In most situations, chatbots remain your customer’s first point of contact. However, if the bots are dysfunctional, a human supervisor helps the bot to resume working. You might notice that your customers’ utterances are vague and map to numerous possible intents. It might also happen that the bot misunderstands the intent and confused when the customers clarify their request. In such a situation, human agents review the transcript, disambiguate the intent and set the conversation on the right track. The bot functions as desired, knowing the presence of humans in the loop.
- Human Process Automation
This process of blending works best when there is a roadblock in your organization, especially when there is difficulty in accessing backend systems. In such a scenario, although the bot understands the intent, it cannot access your organization’s system required to automate the intent. When this occurs, the bot requires human help, who fetches the information and executes the transaction. The agent does so by logging onto various applications and cutting and pasting data between them. The technique acts as a top-gap measure allowing your organization to deploy robotic process automation (RPA) or the APIs. What’s the benefit? Your customers trust the automation without exposure to work behind the scenes to overcome backend limitations.
- Bot Delegation
Some organizations prefer a more human-touch support model, which focuses on human agents as the primary interface for customers. Under the approach, human agents can delegate monotonous and routine tasks, such as collecting structural inputs and presenting uniform content to the bots. Here, the agent remains in control and takes over the interaction at any time.
Artificial intelligence that once sounded a fiction emerged as a reality revolutionizing every sector. However, the human cognitive process is still a mystery to the scientists. Due to this, the assumption of common sense in the growing debate between AI and human intelligence states that AI can supplement AI efforts instead of immediately replacing them.