© Copyright Acquisition International 2025 - All Rights Reserved.

Article Image - The Synergy of AI and Human Agents: Enhancing CX Through Collaborative Interactions
Posted 15th October 2024

The Synergy of AI and Human Agents: Enhancing CX Through Collaborative Interactions

Artificial intelligence could revolutionize the customer experience (CX) — but only if humans remain involved.

Mouse Scroll AnimationScroll to keep reading

Let us help promote your business to a wider following.

The Synergy of AI and Human Agents: Enhancing CX Through Collaborative Interactions
hand pressing user and five star icon on visual screen for positive customer feedback

Artificial intelligence could revolutionize the customer experience (CX) — but only if humans remain involved. The synergistic potential of this collaboration could enhance customer satisfaction at rates never before seen. How should business leaders go about implementation?

How Human and AI Collaboration Enable Synergistic CX

AI has quickly become a leading CX technology. According to a McKinsey & Company report, approximately 72% of businesses are utilizing it in at least one business function as of 2024. Information technology, sales and marketing support are among the leading use cases.

AI and humans are synergistic — they compensate for each others’ gaps. A model can recall past conversations, hyper-personalize responses and hold hundreds of conversations simultaneously. Consumers don’t have to wait until business hours or spend time on hold.

On the other hand, humans can recognize context, think critically and respond in an emotionally intelligent way. What they lack in speed, recall and accuracy, AI makes up for with data-driven insights and lifelike interactions.

Ultimately, their collaboration improves CX. Considering 94% of consumers are more likely to continue buying from a brand after a positive customer experience, this synergy translates to real-world business benefits.

Potential Applications for AI in CX

A chatbot is one of the most clear-cut CX applications for AI. It can handle routine inquiries like frequently asked questions, appointment scheduling or password reset requests. This speed and convenience may be why about 67% of consumers prefer chatbots.

Human agents can use chatbots internally for invoice generation, record retrieval or request summarization. This way, they can spend more time on value-adding tasks or building customer relationships.

Another potential internal application for AI in CX is pattern recognition. A model can alert decision-makers to an unusually high complaint volume, enabling customer support agents to better prepare for conversations.

With AI-powered predictive analytics, staff can anticipate consumers’ needs and preferences. They can use this knowledge to tweak their scripts, making interaction seem more seamless and personal.

AI-driven semantic analysis — leveraging natural language processing to extract emotions from text — facilitates an in-depth understanding of customers on an individual level. A model that recognizes a person’s mood can better meet their needs.

Best Practices for Merging AI Insights and Human Expertise

According to the Chamber of Commerce, businesses using AI are more likely to experience performance improvements and increase profit. However, integration doesn’t guarantee success. Firms must follow best practices.

1. Train AI on Business-Specific CX

Generic training datasets will generate nonspecific insights and vague responses, creating unnecessary friction. Decision-makers should train their model on business-specific information and real-world customer interactions to make coordination seamless.

2. Have Multiple Humans in the Loop

Striking a balance between AI and humans is crucial — overreliance on technology may result in longer hold times and higher frustration rates as customers queue for advanced help. Having multiple agents in the loop reduces response times, driving customer satisfaction.

3. Build Trust by Fostering Transparency

Although 23% of people are unsure whether they could differentiate human and AI-generated text, companies shouldn’t leverage AI without informing them. Telling users their data will be processed by an algorithm to improve CX can build trust and foster loyalty.

Decision-makers should consider allowing consumers to opt-in to training data collection. This option shows them the brand values their privacy and security. Considering how trendy AI is, it may even act as a selling point.

4. Integrate AI Into CX Incrementally

Getting used to running decisions by an algorithm or writing practical prompts takes time. Businesses should incrementally implement their collaborative programs to ease staff into the change. This way, they can identify process improvements and resolve issues early on.

Capitalizing on the Synergy of AI and Humans

Business leaders must carefully proceed with integration to ensure their team is receptive to the AI tools. Agent buy-in is crucial to the long-term success of their program. While the upfront investment may be high, they will see long-term cost savings.

Categories: Innovation, Leadership, News, Strategy


You Might Also Like
Read Full PostRead - Eye Icon
Ferro Enters into Agreement to Acquire Global Inorganic Pigments Manufacturer Nubiola
Finance
30/04/2015Ferro Enters into Agreement to Acquire Global Inorganic Pigments Manufacturer Nubiola

Ferro Corporation announced today that it has signed a definitive agreement with the shareholders of Barcelona-based Nubiola Pigmentos to acquire 100% of the equity of Nubiola, on a cash-free and debt-free basis, for €146 million.

Read Full PostRead - Eye Icon
Is it Possible to Increase the Recognition of Your Business Using 3D Modeling?
Innovation
14/08/2024Is it Possible to Increase the Recognition of Your Business Using 3D Modeling?

In today’s highly competitive business landscape, standing out and being recognizable are paramount for success. Companies are constantly searching for innovative ways to capture their audience’s attention and distinguish themselves from competitor

Read Full PostRead - Eye Icon
Advanced Enterprise Communication Solution
Innovation
09/04/2024Advanced Enterprise Communication Solution

Since its inception in 2002, CallTower has remained dedicated to delivering the world’s most advanced communications with its industry-leading Unified Communications as a Service (UCaaS), Contact Center as a Service (CCaaS) and Collaboration solutions.

Read Full PostRead - Eye Icon
Most Innovative Accountancy Firms of 2016, UK
Finance
01/07/2016Most Innovative Accountancy Firms of 2016, UK

Accountancy 4 Wealth Ltd is based in Staffordshire, with 4 offices. They are a chartered accountancy practice which helps clients of all sizes to use their accounts as a basis to grow their business.

Read Full PostRead - Eye Icon
Hot off the Boil
Strategy
29/09/2016Hot off the Boil

Based in Ivory Coast, our company Soudure Industrielle et Pétrolière specialises in boiler works, piping and steel construction for oil fields.

Read Full PostRead - Eye Icon
Deloitte Announces Revenues of US$35.2 billion
Finance
22/09/2015Deloitte Announces Revenues of US$35.2 billion

Deloitte member firms today reported aggregate revenues of $35.2 billion for the fiscal year ended 31st May 2015

Read Full PostRead - Eye Icon
Leading the way for Legal Excellence
Legal
13/11/2017Leading the way for Legal Excellence

Leading the way for Legal Excellence

Read Full PostRead - Eye Icon
6 Trends That Every Engineer Needs to Know in 2021
News
29/10/20216 Trends That Every Engineer Needs to Know in 2021

A few years back, who thought that flying cars would be a reality–it was a distant and long-overhauled dream. But the rapid rise of technology and engineering concepts is making the impossible turn into "I'm possible" and flipping the current technology on i

Read Full PostRead - Eye Icon
Fighting for the Underdog
Leadership
13/08/2019Fighting for the Underdog

Gee Law Firm, based in Lafayette, Louisiana (US) is a plaintiff’s personal injury law firm. Following Founder, William Gee’s success in AI’s Leading Adviser 2019 where he was selected as the Leading Maritime and Trucking Personal Injury Lawyer of the Yea



Our Trusted Brands

Acquisition International is a flagship brand of AI Global Media. AI Global Media is a B2B enterprise and are committed to creating engaging content allowing businesses to market their services to a larger global audience. We have 14 unique brands, each of which serves a specific industry or region. Each brand covers the latest news in its sector and publishes a digital magazine and newsletter which is read by a global audience.

Arrow