B301: Blending Self-Service & Assisted Service

Track B: SELF-SERVICE TECHNOLOGIES – Wednesday 26 April 
10:45 – 11:30

When using an automated speech system, there is often a need for an “assist” from a human. This discussion identifies benefits of cooperation between virtual assistants and human agents to improve the customer experience and, ultimately, create a more informed self-service experience. We also explore the latest trends toward a blended approach and the latest systems designed to enable seamless interplay between virtual assistants and humans and discuss how human agents organically train automated machines.

Presented by: Paul Tepper