Problem:
Sometimes, an AI system doesn't work as the user wants it to or they're not comfortable using an AI driven system.
Solution:
The system should provide means to hand the process over to a human agent. The user and the human agent can complete the process either via live chat in the app, or offline via phone or showroom.
Discussion:
Obviously prioritising a hand-off to human agents reduces the efficiencies that automation brings to business processes. But there will always be categories of complex issues that fall outside of an AI's capabilities, which human agents are better able to solve. Beyond complexity, where a relationship requires empathy, passion, emotion, or another form of authentic human connection, simulating this via AI is still a greater challenge than simply employing human agents to make that connection with the user.
