Humans versus technology: what’s the right combination?
The potential of machine learning is immense. For many years, we’ve been preparing for AI to take over from human interaction in live chat scenarios. In most cases though, the technology just isn’t there yet. What we do see, however, is that with the right combination of human empathy and understanding, combined with technological efficiency and scalability, we can find a valuable middle ground that improves both efficiency and customer experiences.