What are the best practices for training and managing human-AI collaboration in contact centers?

1 Define the goals and roles

The first step in designing a successful human-AI collaboration model is to define the goals and roles of both the human and the AI agents. What are the expected outcomes and benefits of the collaboration? How will the AI support the human in achieving those goals? How will the human monitor and control the AI's actions and outputs? How will the human and the AI communicate and coordinate with each other? These questions should be answered clearly and explicitly, and aligned with the contact center's strategy, culture, and customer needs.

3 Balance the autonomy and oversight

The third step is to balance the autonomy and oversight of the human and the AI agents, depending on the context and complexity of the tasks and situations. Autonomy refers to the degree of freedom and control that the agents have over their actions and outputs, while oversight refers to the degree of supervision and intervention that the agents receive from each other or from a third party. Too much autonomy can lead to errors, inconsistencies, and misunderstandings, while too much oversight can lead to frustration, micromanagement, and loss of motivation. The optimal balance should be based on the data, feedback, and performance of the agents, as well as the preferences and expectations of the customers.

5 Measure the impact and outcomes

The fifth step is to measure the impact and outcomes of the human-AI collaboration, both qualitatively and quantitatively. This means that the contact center should track and analyze not only the operational metrics, such as efficiency, productivity, quality, and accuracy, but also the experiential metrics, such as satisfaction, loyalty, engagement, and emotion, of both the agents and the customers. The measurement should be done regularly and systematically, using various methods and sources, such as surveys, interviews, observations, analytics, and feedback. The measurement should also be used to identify the strengths, weaknesses, opportunities, and challenges of the collaboration, and to make adjustments and improvements accordingly.

6 Celebrate the success and recognition

The sixth and final step is to celebrate the success and recognition of the human-AI collaboration, both internally and externally. This means that the contact center should acknowledge and reward the achievements and contributions of both the human and the AI agents, as well as the benefits and value that they bring to the customers and the organization. The celebration should also involve sharing and showcasing the best practices, stories, and testimonials of the collaboration, as well as soliciting and incorporating the feedback and suggestions of the stakeholders. The celebration should also foster a culture of learning, innovation, and collaboration, where the human and the AI agents can grow and thrive together.

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?