))
"ib2: The Platform Testing Human and AI Call Centre Agents to the Same High Standard"
Manage episode 498986799 series 3660582
Dave에서 제공하는 콘텐츠입니다. 에피소드, 그래픽, 팟캐스트 설명을 포함한 모든 팟캐스트 콘텐츠는 Dave 또는 해당 팟캐스트 플랫폼 파트너가 직접 업로드하고 제공합니다. 누군가가 귀하의 허락 없이 귀하의 저작물을 사용하고 있다고 생각되는 경우 여기에 설명된 절차를 따르실 수 있습니다 https://ko.player.fm/legal.
"Just ask Dave send him a text"
The AI Voice Bot Podcast, hosted by Dave — a voice tech expert with over 20 years’ experience — explores the future of customer service in an AI-driven world. The focus is on ib2, a new platform built to ensure consistent quality across both human and AI call centre agents.
Unlike traditional QA, which samples a small fraction of calls and takes weeks to review, ib2 tests thousands of interactions in hours using the same benchmarks for both agent types. It runs realistic scenarios — including varied accents, background noise, and unscripted changes — and measures accuracy, speed, tone & empathy, compliance, and escalation handling.
The system can assess nuanced qualities like empathy in both humans and AI, pinpointing when a bot needs retraining or when a human needs coaching. Insights from ib2 are helping companies allocate tasks strategically, with AI excelling in certain technical issues and humans handling emotionally sensitive situations.
The result is augmented customer service — technology enhancing human performance — with every interaction meeting the same high standard, regardless of whether it’s handled by a person or a bot.
📣 Get in Touch
Got a question about voice bots? Want to collaborate or see how they can work for your business? I’d love to connect.
- 🌐 Website: ai-voice.ai
- 📞 Book a Call: Schedule a 30-min chat
- 🔗 LinkedIn: Dave
- 💬 Text "Just ask Dave"
74 에피소드
공유
