892 votesAnonymous supported this idea ·
325 votesAnonymous commented
After reading through the comments on this suggestion, I strongly believe that it has to be a mix of both AI and human communication with the customer. An example could be where the Autobot responds to the basic questions of customers and then if the AI falls short, they should invite the human in this case.
(Let's assume that the business in question is an online training provider. We would call our AI as Ali & the Customer as Sean here)
Ali: Hello & welcome to our site! What would you like to know about?
Sean: Course 2
Ali: That's great! Course 2 is ...... (the answer that has been stored in advance)
Ali: Is there anything else that I can help you with?
Sean: Yes, is there a discount available for booking more people?
Ali: Let me add my manager Raj in this conversation as he deals with discounts.
(This is where Raj hears the bell and joins the conversation)
Raj: Hello Sean! How many learners are you looking at?
Sean: 4 people on Course 2
Raj: I'll be more than happy to offer you 10% discount on the course fee for this. Kindly give me your email id and I'll send you our bank details for the payment.
I believe the above example makes it clear that it can all be a combination of AI plus human intervention. :)