AI and the Call Center: A Design Challenge

The use case of the call center is being one of the more human applications of AI right because you're talking to other humans and you're trying to help in that process. It's really important to just see these things as part and parcel uh especially when humans are like actively every step consuming uh this technologyYeah, we've had cases where on our offline metrics for a machine learning model that we're using they go off the charts. We'll do an AB test and we don't nearly see the gain that we thought we were going to realize.