Warwick Analytics has been featured on the leading online publication and blog for Data Scientists, Data Science Central.
The article Humans-in-the-Loop? Which Humans? Which Loop? looks at the different humans that be incorporated into the automation of a contact centre in order to minimise the level of human intervention required whilst maximising performance.
Automation of contact centers yields promise although not without humans-in-the-loop somewhere in the system to maintain the performance. There are many different flavors for human-in-the-loop, and with some novel technology appearing, an optimized system is possible with the minimum amount of humans and without any data science skills. There is now no reason why the contact centers of the future need to look like those of the present and same for the possibilities of customer experience as well.