Humans and AI: Partners in customer experience

It almost goes without saying that we’ve moved beyond the age of telephone-only conversations with customers. These days, customers demand interactions over text, email, social media and yes, even phone calls. The proliferation of such omnichannel customer service together with the scale of interactions means that agents are doing more work than ever before.
Yet even as their workload has increased, how they get their work done often hasn’t changed. After-call summaries and call handoffs can still happen on Post-Its at many organizations. Agents might still be evaluated on a small sample of the hundreds of interactions they engage in every week. And call complexity or the absence of automated processes means agents might have to pause interactions while they complete tasks, increasing Average Handle TIme and raising costs.