Computers get things wrong all the time.
Especially with AI, which is actually learning, there’s no question that computers are going to mess up.
Hopefully not in a way that freaks out customers, though.
Being strategic about where you can allow inaccuracy is key.
On this week’s episode, we listen to part one of a special series that follows Rowan Trollope, our CEO at Five9, and Jonathan Rosenberg, CTO and head of AI, through an insightful conversation on AI and the future of the contact center.
“This gets back to assistance versus voice bots, which is really a fascinating conversation,” Rowan said.
“The voice bot misunderstands what the user is saying, and then the user gets scared.”