Hybrid Intelligence - Powered by EGS – Human Workflows. Machine Learned. Automated Outcomes.True Ai.

Summary

EGS tackles the chaos of customer operations with a unique approach that combines human expertise and AI. Instead of relying solely on automation, EGS starts with trained live agents who manually clean up broken workflows and resolve real customer issues. Over time, they collect data to refine AI systems that mimic the best human workflows. This hybrid model, where humans and AI collaborate, delivers faster resolutions, cleaner processes, and happier customers, providing real transformation, not just automation, in customer experiences.

Takeaways

• 😀 Customer operations today are messy with disjointed workflows, siloed systems, and unstructured data.
• 😀 EGS doesn't rely on bots but starts by addressing problems with trained human agents.
• 😀 EGS live agents work within broken workflows for 4 to 9 months, cleaning up chaos and solving real customer issues.
• 😀 The EGS approach focuses on gathering valuable data about what works, what fails, and what customers actually ask.
• 😀 Human experts provide insights that inform AI training, improving workflows and processes.
• 😀 The AI mimics the best human workflows, focusing not just on logic but on nuance and real conversations.
• 😀 EGS AI handles various communication channels such as voice, SMS, email, chat, and even ticket creation.
• 😀 The AI is fast, accurate, and intelligent, leveraging both human insights and machine precision.
• 😀 Human agents are always involved when the AI gets stuck, ensuring hybrid intelligence in real-time.
• 😀 EGS delivers faster resolutions, cleaner workflows, and happier customers by combining human and AI efforts.
• 😀 The ultimate goal of EGS is not just automation but real transformation in customer experience.

Q & A

What challenges do customer operations face according to the script?

Customer operations are often messy, characterized by disjointed workflows, siloed systems, noisy, and unstructured data. This creates an overwhelming environment for both teams and customers.

How does EGS approach solving customer operations issues?

EGS begins with human intervention. Trained EGS live agents first work directly within broken workflows, cleaning up the chaos and solving real customer problems manually.

What role do human agents play in the EGS solution?

Human agents play a crucial role in the first phase by working within the existing workflows, fixing problems manually. They work for 4 to 9 months while gathering valuable data on what works and what doesn’t.

How does EGS collect data for improving workflows?

While the human agents work, they collect rich data, including details on what solutions work, what fails, and what customers are actually asking. This data is used to refine future processes.

How is AI integrated into the customer experience improvement process?

Once patterns from the human agents' work are clear, EGS trains AI to mimic the best human workflows, focusing not just on logic but also on the nuance of real conversations.

What functionalities does the EGS AI provide after being trained?

After training, EGS AI handles tasks such as voice, SMS, email, chat, and even ticket creation. It offers fast, accurate, and smart solutions based on human insight.

How does the hybrid AI system work in real-time?

EGS’s hybrid AI system works in real-time by combining AI and human expertise. If the AI encounters a challenge it can't handle, a human agent steps in to resolve the issue.

What is the main advantage of EGS’s hybrid intelligence approach?

The hybrid intelligence approach ensures faster resolutions, cleaner workflows, and happier customers by blending AI precision with human insight.

How does EGS’s approach differ from traditional automation solutions?

Unlike traditional automation, which solely relies on bots, EGS focuses on real human expertise before scaling with AI. This allows for more nuanced and accurate solutions.

What is the ultimate outcome of implementing the EGS hybrid AI solution?

The ultimate outcome is a real transformation in customer experience, with improved workflows, faster problem resolution, and more satisfied customers.