skip to main content
Close Icon We use cookies to improve your website experience.  To learn about our use of cookies and how you can manage your cookie settings, please see our Cookie Policy.  By continuing to use the website, you consent to our use of cookies.
Global Search Configuration


Republic Wireless is rethinking how it delivers the support function through its use of a gig economy and AI platform that systematically draws from the wisdom of its own customers and partners to assist fellow customers with support inquiries.


  • AI- and expert-powered human insights can help companies respond to customers and free agents to focus on high-value inquiries and situations and deliver more intelligent and personalized experiences.

Features and Benefits

  • Assesses how collaboration with human intelligence is the key for building reliable AI systems.
  • Reviews and summarizes the benefits of using crowd-powered AI to answer customer support inquiries.

Key questions answered

  • How do I lay the groundwork for an AI platform and build a community of experts?
  • What are the benefits of using an AI-powered gig economy platform in my customer service organization?

Table of contents


  • Catalyst
  • Ovum view
  • Key messages

Recommendations for the expert-powered AI industry

  • Recommendations for enterprises
  • Recommendations for vendors

Using Directly's AI and gig economy platform for customer service to deliver timely customer interactions

  • Balancing act: Handling priority contacts with increasing customer satisfaction

Lessons learned

  • Don't rely on "If you build it they will come"
  • Figure out how to work experts into the ticket flow
  • Establish a back channel and manage ambassadors like employees
  • A no-brainer for companies with fanatical customer bases


  • Methodology
  • Further reading
  • Author

Recommended Articles


Have any questions? Speak to a Specialist

Europe, Middle East & Africa team: +44 7771 980316

Asia-Pacific team: +61 (0)3 960 16700

US team: +1 212-652-5335

Email us at

You can also contact your named/allocated Client Services Executive using their direct dial.
PR enquiries - Email us at

Contact marketing -

Already an Ovum client? Login to the Knowledge Center now