Balancing AI and the human touch with two new approaches

July 19, 2019

But AI is not the solution to every customer interaction, and there will always be glaring conditions where AI-enabled interactions need to seamlessly escalate to live-assisted human interactions. Healthcare organizations implementing (or considering) AI should already be thinking about what this will look like in reality, starting by identifying situations where a more human touch is required.

About the author: Matt Clare is the director of contact center solutions at Mitel.

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