Companies that previously relied on humans alone to handle customer service queries, are now seeing customer satisfaction scores go up after employing AI. However, this won’t eliminate the human factor, instead may free the agents to help troubleshoot complex requests, feel industry players.
By Julie Fox Customer service experiences can really stick with you — a positive interaction can inspire brand loyalty, and a negative one can prompt a complete boycott. But encounters with automated customer interfaces, which often rely on limited phone menus or inept chatbots, rarely generate rave reviews. So Liz Tsai ’11, SM ’13, came up with an alternative. In 2016, she cofounded HiOperator as CEO to develop a customer service system with a
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