A System for Human-AI collaboration for Online Customer Support
This addresses customer dissatisfaction with impersonal AI chatbots in online support, though it appears incremental by integrating existing human involvement.
The paper tackles the problem of AI chatbots lacking personal touch and understanding in customer support by introducing a system for real-time human-AI collaboration to answer queries satisfactorily.
AI enabled chat bots have recently been put to use to answer customer service queries, however it is a common feedback of users that bots lack a personal touch and are often unable to understand the real intent of the user's question. To this end, it is desirable to have human involvement in the customer servicing process. In this work, we present a system where a human support agent collaborates in real-time with an AI agent to satisfactorily answer customer queries. We describe the user interaction elements of the solution, along with the machine learning techniques involved in the AI agent.