Nov 8, 2023

Humans at the heart of generative AI

Posted by in category: robotics/AI

It’s a stormy holiday weekend, and you’ve just received the last notification you want in the busiest travel week of the year: the first leg of your flight is significantly delayed.

You might expect this means you’ll be sitting on hold with airline customer service for half an hour. But this time, the process looks a little different: You have a brief text exchange with the airline’s AI chatbot, which quickly assesses your situation and places you in a priority queue. Shortly after, a human agent takes over, confirms the details, and gets you rebooked on an earlier flight so you can make your connection. You’ll be home in time to enjoy mom’s pot roast.

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