AI success in customer experience requires the proper balance between technology and human capabilities, drawing upon the knowledge and skills of employees whose jobs are to serve customers.

A compelling number of high-impact use cases combining Conversational AI with human agents are already emerging and well-understood by executives in charge of customer care contact centers and digital commerce.

In this paper (“It Still Takes a Village: Enhancing Artificial Intelligence with Human Insight”), Dan Miller, lead analyst & founder with Opus Research, details real-world use cases that illustrate how to build on the strengths of AI that support automated virtual assistants and let customers control the way they interact with enterprises.

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