In AI We Trust

Chatbots were applied in call centers for many years: routing conversations, handling requests, systems understanding and replying in natural language is an everyday form of interaction for most of us. With the rise of Generative AI we are witnessing the dawn of a new era in domain. Agents can answer questions that aren't "coded" in them, they can create "new" pieces of information, they can even be "programmed" in natural language.

In this presentation I'm focusing on the UX aspect of the Generative AI in the call centers discussing current challenges and how we are trying to cope with them at Cloud AI.