Customer Care

Cognitive Assistants are the key to transforming Call Centres and Customer Self-Help. 

Humley has integrated into live agent systems (Zendesk, Salesforce, LivePerson etc) to enable a seamless handover from Cognitive Assistant to Live Agent and vice versa. 

The goal is to augment the skills of the call centre agents with the skills of AI-powered assistants, allowing each to handle the customer queries they are best suited for:

• Complex, multi-system tasks that require human judgement should be performed by Live Agents
• Customer education, information surfacing and simple task completion should be handled by Cognitive Assistant that consistently provide the right answer, and perform the tasks accurately.

 In our deployments we can state comfortably that customers are happy to engage with Cognitive Assistant, the key is to empower them to do so.