Alex RaineyAlex is an experienced CTO and founder who largely focuses on all the technical areas of My AskAI, from AI Engineering, Technical Product Management and overall Platform Development.
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Jul 15, 2024 11:44 AM
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May 7, 2024
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Counter to the AI Startup Narrative
Counter to the narrative that a lot of AI startups are pushing — a good implementation of AI should include and require a human in the loop.
Not Every AI Interaction Requires Human Intervention
This isn't with every time an AI model — replies to a customer, takes an action, or sends some content.
Valid Use Cases for Human Involvement
There are very valid use cases:
- A validation step, e.g. refunding a customer
- Handing off to a customer support agent when an AI chatbot can't answer a question.
- A quality check, e.g. when reviewing an email drafted by AI before sending it
AI in Customer Support
In the case of customer support, AI today can resolve an incredible ~50-75% of support queries.
But it can't and shouldn't try to solve everything. It should know, intelligently, when to pull in a human agent.
Examples
- Customer considering cancelling
- Customer has found a bug
- Customer needs something only an agent can do
Future Outlook
This list will change in the future, but now a smart AI product knows when to lean on a human for the tasks we're better at.
Written by
Alex Rainey
Alex is an experienced CTO and founder who largely focuses on all the technical areas of My AskAI, from AI Engineering, Technical Product Management and overall Platform Development.
