Chatbots and AI-Assisted Agents

Very cool article on customer engagement, though not really sure about how much real AI is used.  Here is one example from the article:

“In the highly publicized case of China Merchant Bank, front-end bots handle up to 2 million customer conversations a day, most relating to credit card balances and payments. In setups where human agents rely on AI for assistance, artificial intelligence may be used to route inquiries, interpret incoming messages and develop initial responses that can be edited by the service rep, or find relevant knowledge-based content and deliver it to the rep. This almost always shortens both call wait time and call handling time.”  Click on image for complete article: