Chatbots can quickly handle simple requests around the clock, while complex cases are better left to specialists, the deputy head of Russia’s presidential administration said at the Digital Solutions forum.
Combining artificial intelligence with human specialists provides better customer support than relying on either alone, Russian presidential administration deputy head Maxim Oreshkin said at the Digital Solutions forum.
Chatbots can help users complete simple procedures and get results faster at any time of day or night, he said. For a complex request that depends on context, a human agent may find a solution more quickly.
Oreshkin said wider use of AI for routine questions would leave specialists more time for difficult cases. He said both automated and human support should remain available.
The Digital Solutions forum is being held at the Russia National Centre from Oct. 6 to 10. RIA Novosti is the event’s general information partner.