AI-backed voice assistants make customer support efficient yet human

Enterprises are constantly evaluating ways to improve the speed and quality of their customer support services. These have traditionally been delivered over the phone, through a conversation with a human agent, but customer support has been changing in recent years as businesses have begun adopting AI-based alternatives. These approaches have indeed introduced new efficiencies, but they have also been largely unpopular with customers, who view them as too impersonal. Customers expect to have their needs addressed quickly, but they also want empathy and to have their requests easily understood. Most importantly, they want to be quickly passed to a human agent if their concerns are too complex for the technology to process. Do you have an AI strategy -- or hoping to get one?