Merge Lanes: Four Tips To Integrating AI Into Your Customer Service Workflow

There's an emerging consensus in the Great Customer-Service Debate--the one that pits human contact against automated self-service. It's that the best answer is for the two sides to join forces. Automated tools such as chatbots and interactive-voice-response (IVR) systems can be effective at handling rote requests but also work best when they're accompanied by a "click here for an agent" lifeline. And person-to-person interactions are most effective when the rep is supported by tech tools that help him deliver fast, on-point solutions to customers--not to mention the shorter wait times that can result when other customers are able to resolve their issues using self-service. Managing the handoff points between man and machine can be a challenge.