The chatbot will be introduced as early as October to support agents who will train the artificial intelligence to communicate with customers.
AI Agents is a bot located in the agents’ cases. The agent will ask a question to the bot and once the question is asked, the bot should give as accurate an answer as possible based on Knowledge Base knowledge and internal META information.
Once the bot provides an answer, the agent will have the option to give it either a thumbs up (if the answer is correct and the bot answers the question correctly) or a thumbs down (if the answer is incorrect/incomplete or does not address the question).
I wonder when a chatbot will completely replace the job of a support agent 🤔