A System for Human-AI collaboration for Online Customer Support

TL;DR

This paper presents a real-time human-AI collaborative system for online customer support, aiming to improve response quality by combining AI efficiency with human empathy.

Contribution

It introduces a novel system integrating human support agents with AI chatbots for enhanced customer service interactions.

Findings

Improved customer satisfaction through human-AI collaboration

Effective machine learning techniques for AI agent support

Enhanced user experience with combined human and AI responses

Abstract

AI enabled chat bots have recently been put to use to answer customer service queries, however it is a common feedback of users that bots lack a personal touch and are often unable to understand the real intent of the user's question. To this end, it is desirable to have human involvement in the customer servicing process. In this work, we present a system where a human support agent collaborates in real-time with an AI agent to satisfactorily answer customer queries. We describe the user interaction elements of the solution, along with the machine learning techniques involved in the AI agent.