A System for Human-AI collaboration for Online Customer Support

Understand

AI enabled chat bots have recently been put to use to answer customer service queries, however it is a common feedback of users that bots lack a personal touch and are often unable to understand the real intent of the user's question.

• To this end, it is desirable to have human involvement in the customer servicing process.
• In this work, we present a system where a human support agent collaborates in real-time with an AI agent to satisfactorily answer customer queries.
• We describe the user interaction elements of the solution, along with the machine learning techniques involved in the AI agent.