Some consumer-facing chatbots show signs of success, but live agents remain an essential element of the customer service experience. As a result, many AI assistants are focused on helping agents rather than callers directly.
Amazon believes agents are at their best when they are empathizing with customers, and its AI solutions are designed to help them focus on the human touch, rather than looking up specific protocols, according to Pasquale DeMaio, VP of customer experience at AWS.
