AI enabled chat bots have recently been put to use to answer customer service queries, however it is a common feedback of users that bots lack a personal touch and are often unable to understand the real intent of the user's question. To this end, it is desirable to have human involvement in the customer servicing process. In this work, we present a system where a human support agent collaborates in real-time with an AI agent to satisfactorily answer customer queries. We describe the user interaction elements of the solution, along with the machine learning techniques involved in the AI agent.

翻译：近年来，基于人工智能的聊天机器人已被用于回答客户服务查询，但用户普遍反馈机器人缺乏人性化触感，且往往无法理解用户问题的真实意图。为此，在客户服务过程中引入人工干预显得尤为必要。本文提出一个系统，使人类客服代理能够与AI代理实时协作，以更满意地解答客户疑问。我们阐述了该解决方案的用户交互模块，以及AI代理所涉及的机器学习技术。