Working with AI – Artificial intelligence is changing the way users interact with organizations, but also the way they work, favoring the emergence of new professionals.

In the specific context of Conversational AI, for example, the more structured companies are adopting the figure of the chatbot coordinator (or chatbot manager): a professional role that monitors the conversations between customers and virtual assistant, with the aim of updating and refine the bot’s knowledge base, refine intentions, design new conversational flows to integrate to increase the bot’s performance.

The Chatbot Manager is involved in the design and configuration phases of the virtual assistant, with the aim of adapting the chatbot to specific corporate business objectives.

Through data analysis, the Chatbot Manager adapts the answers and the “tone of voice” of the chatbot to user requests, helping to refine the performance and effectiveness of the virtual agent.

What about small business?

Even small businesses can leverage the benefits of AI and implement new business models, using platforms that, like, integrate message management and conversation reporting capabilities.
This function (Improve) allows you to automatically receive notifications on any messages not included and allows you to instantly integrate the knowledge base of the bot.

Working with AI: Human in the Loop

Those who think that artificial intelligence is a technology designed to replace people’s work has not correctly interpreted the phenomenon.

The concept of “human in the loop”, for example, refers to the ability of operators to “stay in the loop” or to be able to monitor the conversations between customers and bots and to intervene in case of need. The same bots can involve operators on specific requests and learn from the response given by the agent, in order to manage the cases independently the next time.

The Handover feature allows you to transfer the conversation to the operators at any time, while the bots remain active to suggest the most appropriate answers in real time based on the data collected and guide the agents in a personalized interaction on the individual. customer.
In this way, a hybrid workforce is created, which allows operators to benefit from the support of technology and companies to put increasingly efficient processes on track.

Working with AI: in conclusion

The MIT 2020 – The Future of Work report highlights how AI will favor the emergence of new roles and professional fields, to the detriment of those who fear a future “mass unemployment”.

In the working scenario of the future, machines will not replace people’s work, but people and computers will work together, as “superminds”, to perform tasks never performed before.


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