Introducing the technology into the contact center is the right word to describe the scenario, he added, because the technology hasn’t been perfected for most companies and will not replace humans.

For that to work, a good system will have a seamless connection between the AI chatbots and human agents and recognize when a customer is struggling to understand the answer, according to Hyken. Then the computer will transfer the customer to a human automatically, resulting in a positive experience.

Some companies are using AI chatbots to support their own employees while the employees are helping customers, Hyken said. The computer listens to the conversation that the customer service representative is having and feeds information to the representative, but ultimately, the human makes the final decision as to what to send to the customer. This approach, however, does allow the customer service rep to match customer profiles and buying patterns and make appropriate suggestions for upselling or anticipating support needs.

Sourced through Scoop.it from: searchcrm.techtarget.com