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Forbes Council: Why Agents and AI Need Each Other to Drive Better CX

AI has the power to change CX for the better, but it can’t operate in isolation. Businesses need to implement a hybrid CX approach by investing in training human agents to collaborate effectively with AI systems.

AI has the power to change CX for the better, but it can’t operate in isolation. Businesses need to implement a hybrid CX approach by investing in training human agents to collaborate effectively with AI systems. Human agents play a vital role in refining and supporting AI systems in customer service by providing valuable feedback, identifying AI limitations, and ensuring ethical oversight.

In his latest feature article for Forbes Council, Ubiquity’s chief customer office, Sagar Rajgopal shares how AI can boost CX with a hybrid approach.

Ways businesses can apply an effective hybrid approach include:

Utilizing Data to its Fullest

AI’s data-driven capabilities empower customer support teams to deliver personalized assistance. Natural language processing enables AI systems to understand customer queries, analyze sentiments and exhibit emotional intelligence. AI is also a great tool to analyze agent behavior during customer interactions, providing feedback for coaching and training and to enhance the agent toolbox.

One of the paramount risks businesses need to be acutely aware of when using AI to parse data, however, is data set bias. To mitigate this risk, invest in diverse and representative data sets, implement bias detection and correction mechanisms, and prioritize ethical AI development practices.

Empowering Human Agents

While much of the discussion around AI in customer support has been about the potential for job displacement, AI needs human oversight to maximize its potential and to protect businesses from AI risks like hallucinations and bias. That opens the door to new roles for building and training AI tools to operate as they should.

Training for Growth

Proper training and integration are important to achieving synergy between AI and human agents. When adding any new technology tool, it must be an iterative process. Test and learn. Get feedback from customers and agents. Do side-by-sides with agents who are using digital assistants. What’s working and what needs improvement?

AI holds the power to redefine customer support services, offering advantages like 24/7 availability and quick responses. Yet the essence of human touch is irreplaceable and necessary to be able to elevate support experiences to excellence. 

Read the full article on Forbes.

Sagar Rajgopal is responsible for overall revenue growth and driving client success through bespoke solution design, CX management, and business transformation strategy. He previously served as Ubiquity’s Chief Operating Officer and has nearly 20 years of diverse experience in the business process outsourcing space with deep credentials in corporate planning, talent retention, and employee development.

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