From the course: Customer Service Using AI and Machine Learning (2020)
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Identifying good candidates for custom AI and machine learning solutions
From the course: Customer Service Using AI and Machine Learning (2020)
Identifying good candidates for custom AI and machine learning solutions
- We've talked about tools like search engines, chat bots, and automated QA systems that you can buy off the shelf and put into service. They require work, training and setting up, but the technology piece is mostly done for you. But because we're in the early stages of AI and ML for customer service, some of the most innovative solutions are those that organizations are creating for themselves. So if we're thinking about this, the first question is what's a good application for a custom ML solution in customer service? This is an important question right now. I hear from a lot of people who tell me their service executive has come up to them and said, why don't we just take that artificial intelligent system, that one jeopardy, have it read all our materials, then we can replace all our agents and save a bundle. There's just one problem with this, it doesn't work. We're still along way away from being able to replace…
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