Costs and Benefits of Human-AI Hybrids in Customer Service

fieldstudies

Summary:
As today’s customers expect fast, convenient, and personal customer service, organizations are faced with an increasing pressure to innovate. Disappointing customer service threatens customer loyalty and revenue growth. Consequently, many organizations are planning to use chatbots as a channel that offers rich 24/7 customer service. Despite technological improvements, however, there are still some technical barriers to full automation. Consequently, many chatbots are implemented as human-AI hybrids that combine state-of-the-art chatbot technology with a “human in the loop” approach. Together with our industry partners, we specifically aim to:

  1. Conduct field experiments to test and evaluate different chatbot designs with real customers in different customer service scenarios

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