Augmented Intelligence is more intelligent than Artificial Intelligence
contact centers do.
What we should be using and aiming towards is Augmented Intelligence, that is, man plus machine (rather than man versus machine). The definition of this is inherently vague but essentially it is where software supports human decision-making and actions, and when it carries out repetitive or known tasks but defers to a human for more complex or unique ones. Unless one is familiar with the state-of-the-art of the technology, it is easy to believe the hype. The reality though is that even the most sophisticated AI applications ironically require armies of data scientists to develop and maintain them. For many, the Holy Grail in Augmented Intelligence is an application that is trained and guided by a non-data scientist, in particular so that the front-line personnel in the contact centre are not directly doing all the tasks, but they are guiding the bots which help them.
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