AI and Humans Must Join Forces to Deliver Superior Customer Experience

When it comes to justifying investment in conversational AI, the primary factor for many companies is cost savings. Thus, from the outset, humans have been pitted against machines in a battle for survival. Natural language understanding and other machine learning techniques have created value by predicting intent and generating responses. However, the shortcomings of those technologies has made it clear that tapping into the knowledge and skills of customer support employees is critical, as currently only humans can deliver the intuition and empathy that customers have come to expect during difficult or exceptional circumstances. Companies are now realizing that for AI to successfully improve customer experience, they must find a delicate balance between technology and human capabilities.