December 20, 2024

Pairing live support with accurate AI outputs

A live agent spends hours each week manually documenting routine interactions. Another combs through multiple knowledge bases to find the right solution, scrambling to piece it together while the customer waits on hold. A third types out the same response they’ve written dozens of times before. These repetitive tasks can be draining, leaving less time…

Here’s how people are actually using AI

August 12, 2024
This story is from The Algorithm, our weekly newsletter on AI. To get it in your inbox first, sign up here. When the generative AI boom started with ChatGPT in late 2022, we were sold a vision of superintelligent AI tools that know everything, can replace the boring bits of work, and supercharge productivity and…