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Introduction

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.

Highlights

  • 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

Summary

  • 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

Appendix

  • Methodology
  • Further reading
  • Author

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