AI in the loop represents a transformative shift in how we perceive the integration of artificial intelligence in customer service and experience management. Rather than viewing AI as a replacement for human roles, this concept underscores the importance of human intuition and empathy in enhancing AI capabilities. In a recent discussion, industry leaders Katie Stein, CEO at IGT Solutions and Amaresh Tripathy, Managing Partner at AuxoAI, explored how this paradigm can unlock human potential, emphasizing that true customer experience is built on a foundation of understanding, context, and the nuanced interactions that only humans can provide. By focusing on the interplay between technology and human expertise, organizations can redefine their approach to service, ultimately fostering deeper
AI vs. Human in the Loop: Scaling AI for Contact Centers and CX
- By Anshika Mathews
- Published on
AI can give choices, calculating benefits and risks, and bringing up policies. But, at the end of the day, the human has to be the one to make the conscious call, because they understand the context in a humanized way.
