This is the ninth post in a series about improving human-bot relations in customer service. See my page to get caught up.
Over the past several posts, we’ve looked at how the human-powered side of our customer service operations could dramatically benefit from “computational thinking.”
The next series will look at the flip side: why chatbots should be “managed” more like people. But before moving on, I’d like to recap what we’ve discussed so far.
At the individual level, it’s still about people helping people, with our glorious range of differences and personalities. But this series of posts has asserted that human-powered support should be thought of as a system: one that has been thoughtfully designed to smartly tap our people resources and let agents play to their strengths. The time for oversimplification, self-limiting, and centralization has past.
By letting our networks learn and adapt the way a software program (such as a chatbot) does, we will improve our focus, resource allocation, scalability, resiliency, and decision-optimization.
Bots won’t make us better people, but they might make our people better.
Photo: Alex Knight via Pexels
Up next: We’ve discussed how humans can learn from bots. Next, let’s explore the idea of “managing” chatbots more like we do people.