ICONTEK’s hybrid operating model
End users have their calls answered by a bot that has a library of responses to give based on the company’s dialog decision tree (DDT). Since agents don’t need to speak, they transition from speaking agents to silent agents.
In stage I and II – training and verification – human agents & machine-learning bots operate in unison, while human agents have final control over actions taken. Then, in stage III, the bot operates independently.