Why Humans Should Use AI Assistance with Customer Support

  • Language and the Machine

Social Media Week

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As artificial intelligence continues to revolutionize the technology and business industries, enterprise decision-makers are realizing the need to incorporate artificial intelligence and machine learning into their marketing and customer service efforts.

We are witnessing a sharp rise in the popularity of virtual assistants, and even chatbots, across various business verticals. But, the conventional approach the industry has taken with these chatbots needs to be updated.

Mikhail Naumov (Chief Strategy Officer, DigitalGenius) and his team realized that machine learning is first and foremost a method to empower, and not replace, humans conducting intelligent labor tasks. The company opted to create an AI-platform that is fed historical data, rather than rely on rule-based commands. At this stage, AI works best alongside people to handle repetitive tasks – especially when it comes to customer service.

At #SMWNYC, Mikhail explored how deep learning applications are being leveraged to deliver quality and efficiency in customer service operations of the world’s largest companies, and what other businesses can learn about AI-assisted communications.

Further analysis and commentary from Mikhail’s #SMWNYC talk

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SMW Staff

SMW News, Social Media Week

@socialmediaweek

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