Warwick Analytics has been featured as the cover story in the July/August issue of Connections Magazine – the premier call center magazine for the teleservices call center industry.
The article: AUTOMATION SUCCESS REQUIRES HUMAN INVOLVEMENT looks at how human in the loop machine learning technology is best introduced and how to get the right level of human intervention and at which point.
Automation of contact centers yields promise, although not without humans-in-the-loop to maintain its performance. There are many different flavors for human-in-the-loop AI automation. With new technology appearing, an optimized system is possible with a minimum number of humans who don’t need any data science skills. There is now no reason why the contact center of the future needs to look like those of the present. The same applies for the customer experience too.