Call Center Virtual Assistant
Workflow Diagram
Task
The AI system is a virtual assistant that processes service requests over the phone (e.g. payment systems) and answers user-specific inquiries 24/7.
Intent
The goals of the AI system are to reduce administrative workload and provide reliable support for users during and after business hours without increasing costs.
AI Workflow
Input
A user calls the support line and asks a question.
Process
The AI system uses speech-to-text natural language understanding and retrieval to generate responses.
Output
If the AI system understands and retrieves the necessary details (e.g. the status of a payment) it replies via text-to-speech; otherwise it hands off to a human during business hours or asks the user to call back in-hours.
Human Oversight Level
Conditionally Autonomous AI
Institutional Oversight Examples
- •Privacy by design (organization best practice)
- •Fine-tuning (organization best practice)
- •Post-deployment monitoring (organization best practice)
- •Ethics impact assessment (organization policy)
- •Inclusive multimodal access mandate (organization policy)
- •AI procurement practices (organization policy)
- •Data security (industry standard)
- •Risk assessment and management (regulation)
- •Data protection (regulation)
- •Automated decision-making transparency (regulation)
Risk
The AI system could misinform users by generating incorrect or incomplete responses; the system may fail to understand the user's request.