In this conversation, Devashish Mamgain discusses the innovative approach of Kommunicate in customer service, focusing on the balance between automated responses and human intervention. He explains how their system uses a confidence score to determine when to hand over queries from AI to human agents, ensuring a seamless customer experience.
Takeaways
We provide our customers a way to choose if they want automated human handover.
Automated handover occurs wherever the AI fails to answer.
A confidence score determines the effectiveness of AI responses.
If the AI's confidence score is high, the response is accepted.
Low confidence scores trigger a handover to human agents.
Human agents receive a summary of the AI's interaction.
The system aims to enhance customer satisfaction through effective communication.
Balancing AI and human interaction is crucial in customer service.
The approach allows for flexibility in customer service solutions.
Communicate's model adapts to varying customer needs.
Titles
Balancing AI and Human Interaction in Customer Service
The Future of Customer Support: AI and Humans Together
Sound bites
"we provide our customers a way to choose"
"AI fails to answer, we hand it over to a human agent"
"the confidence is low, we automate to hand over"
Chapters
Keywords
AI, customer service, automated handover, human agent, confidence score, AI customer support, Devashish Mamgain, Kommunicate, customer service automation, AI live chat, chatbot software, ChatGPT in support, SaaS customer service, support tech India, PropTech automation, AI InterConnect, support automation platform, AI + human support, chatbot builder, WhatsApp support tools, multilingual chatbot, no-code bot tools, customer success tech, helpdesk AI tools, AI SaaS India, Kommunicate AI, scale support with AI, real-time chat automation, AI and CX
Hashtags:
#AIInterConnect #Podcast #DevashishMamgain #Kommunicate #AIAutomation #CustomerSupport #LiveChat #Chatbots #SaaS #ChatGPT #SupportTech #CXAutomation#AIinCustomerSupport #SupportScalability #TechDrivenSupport #SmartCX#DigitalSupport #SupportInnovation #AutomationTools #SupportBots#ChatbotBuilder #HumanAICombo #SupportSystems #WhatsAppSupport#NoCodeBots #SaaSIndia #KommunicateChat #HelpdeskSolutions#CustomerServiceAI #ModernSupportStack #AIChatbots #CustomerEngagement#AIChatSupport #AIandHumans #KommunicatePlatform #CXTools#RealTimeSupport #CustomerExperienceAI #SupportForSaaS#B2BSupportTech #SupportTransformation #AIinSaaS#AutomatedCX #KommunicateAI #FutureOfSupport #ScalingSupport
Devashish Mamgain, CEO of Kommunicate, joins AI InterConnect to break down how AI-powered chatbots and live support tools are transforming customer service at scale. From real-time chat to seamless bot-human handoffs, Devashish shares how Kommunicate is helping SaaS platforms automate support without losing the human touch.
We explore how ChatGPT fits into their workflow, the evolution of bot design, and how his team is bridging AI and CX across PropTech, FinTech, and SaaS use cases.
Subscribe to AI InterConnect for weekly insights from leaders building real AI systems that work.