Is there a human in the machine ...
We are essentially dealing with Weak A.I. in Elzware. Each intricate piece of the Elzware Template has been fashioned by a human, so in some sense, there is always a human in the machine. The beauty of it is, you are not paying a host of customer service representatives. The first point of call is the Conversational System -this can help you cut down on all generic Q & A. Moreover, the system can then redirect -with accuracy- those customers that need to speak to a human to the appropriate contact. The Conversational System presents information, responds to queries, but will never lose a customer because it doesn't understand something. The customer with a question that falls outside the built-in knowledge will be handed over to your company's representative. |
