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. However, despite technological improvements, there are still some technical barriers to full automation. Consequently, many chatbots are implemented as human-AI hybrid service agents that combine state-of-the-art chatbot technology with a “human in the loop” approach. Together with our industry partner, we aim to conduct field experiments to test and evaluate different designs of these hybrid agents wwith real customers.
Project categories: Projects