Will Robots Make Live Agents Obsolete? (whitepaper)
By Donna Fluss
Most companies should provide self-service and offer their customers flexible and intelligent natural language understanding (NLU) and natural language processing (NLP)-based IVAs as the first line of service, as this is their customers’ preference. But even with all of the innovation in AI, self-service solutions need to be supported by live agents who can handle issues and address situations that systems cannot, as is the case when something unexpected happens, like fraud or a sensitive healthcare issue, where emotions run high and time is short.