While the AI-generated 'suggested replies' can be immensely helpful for addressing common and repetitive customer inquiries, passenger railways should exercise caution when handling complex issues. Here's how they can effectively utilize the AI capability:
Use case 1
Human Oversight - Passenger railways should ensure that trained agents review and validate the suggested replies before sending them to customers, especially for complex inquiries that require a personalized touch or involve sensitive information.
Use case 2
Escalation Process - If a customer inquiry falls outside the scope of the suggested replies or requires specialized knowledge, passenger railways should have an escalation process in place. Agents can seek assistance from subject matter experts or supervisors to provide accurate and comprehensive responses.
Use case 3
Continuous Improvement - Passenger railways should regularly review the performance of the AI-generated suggested replies and gather feedback from both agents and customers. This iterative process helps identify areas where the system can be enhanced and ensures that complex inquiries receive appropriate attention and resolution.
