As AI takes on more routine tasks, the value of human judgment may actually increase

How Better AI Workflows Create More Room for Human Judgment

As AI takes on more routine tasks, the value of human judgment may actually increase

"Customer support has really evolved into meeting the customer where they want to be," said Kevin McCreight.

Why AI Can Be Right and Still Get CX Wrong

Customer-service AI is increasingly being judged on its ability to complete tasks independently, yet completion is not always the same as a positive outcome.   Resolution rates can offer a useful snapshot of what an AI system is doing, but they often fail to show whether customers were already frustrated, had contacted the business before […]

As AI takes on more routine tasks, the value of human judgment may actually increase #AI - National Cyber Security Consulting

Terry Gerton You have worked inside the IRS and now outside the IRS, but always with a focus on customer experience and customer service. In that timeframe and from those perspectives, what do you think the most important lesson is that agencies have learned about customer support? Kevin McCreight That’s tough because there are so […] Thank you for subscribing to our RSS feed!