Generative AI has revolutionized customer support, offering powerful tools to automate and enhance the customer experience. However, when it comes to solving complex problems or providing that human touch that only an experienced agent can guarantee, nothing can replace direct human intervention.
At Tiledesk, we’ve always believed that the future of customer support doesn’t lie in replacing human agents with AI, but in their synergistic collaboration. Our platform offers a comprehensive suite of AI-powered tools – from the Chatbot Design Studio for creating visual automation flows, to our Knowledge Base system with RAG engine for intelligent information retrieval – but human agents remain a strategic component of our product vision.
A Platform Designed for Human Agents
Human in the Loop: Where AI and Human Agents Meet
Our industry experience has taught us that the best tools are those that agents use daily without difficulty. That’s why we’ve developed a series of features specifically designed to optimize human operators’ work
The true added value of our platform lies in the ability to seamlessly collaborate human agents and AI. This “Human in the Loop” (HITL) approach creates an ecosystem where both components support each other to deliver superior service.
Chatbot as First-Level Support
Our chatbots act as “digital concierges” for each department, handling common questions and freeing human agents to focus on more complex and strategic problems. This intelligent workload distribution optimizes overall team efficiency.
Smooth Transitions Between AI and Agents
The Transfer to Human Action in our flow builder enables natural transitions between chatbots and human operators.
Agents can check team availability, transfer conversations to specific colleagues, or move chats to the unassigned queue, always maintaining control of the conversational flow.
Intelligent AI Re-entry
One of the most innovative features is the ability to reintroduce AI Agents into the conversation when appropriate. Agents can choose specific chatbots to continue the conversation or restore the original chatbot, also using bots visible only to operators for specific actions.
You can go into Agent settings and choose if you want to make this Agent visible to human operators to be put back in the conversation.
You can also choose what blocks a human operator can use to put AI back into the conversation using the available option. a small icon will notify you if visibility for human operators is active, as in the following figure:
Whenever a human operator will try to reassign the conversation to the AI only “Available to humans” Agents will be shown in the list with the corresponding “available to human” blocks.
Intelligent Data Sharing
Through the Set Attributes system, AI and human agents share contextual information about the conversation, creating a continuous information flow that improves service quality and reduces the need to repeat information.
Advanced AI Tools to Empower Agents
Agent Copilot
Our Copilot system represents the evolution of AI support for human operators. By analyzing conversation context, it suggests relevant responses and solutions based on previous conversations and knowledge base, significantly accelerating resolution times.
The most exciting side of a Copilot? It’s a simple flow, a template, that you can customize as you prefer, using the integrated Tiledesk RAG, your favourite LLM models and Prompts, your company’s content services etc. based on your specific needs:
Automatic Learning from Conversations
The platform continuously monitors and learns from interactions handled by human agents, automatically improving chatbot performance and accuracy of suggested responses. How? With a simple automation, that you can freely customize based on your specific needs, using your own prompts to extract useful information from human-to-human conversations, dynamically applying tags and finally populating an internal RAG focused on self-trained data. This is a classical use of the Tiledesk extension points (automations) to extend its own platform features!
Reinforcement Learning
We implement reinforcement learning techniques to continuously optimize system effectiveness, using agent feedback and conversation results to refine support algorithms.
Multi-Channel Engagement
The system can automatically send notifications via email, WhatsApp, Telegram, and other channels to engage agents across multiple platforms, ensuring no important conversation is missed.
And more on human interaction
Advanced Multi-Team Management
The multiple queues functionality enables organizing the support team into specialized departments (sales, technical support, billing, etc.), ensuring that each request reaches the most competent team to resolve it.
Smart Assignment
Our Smart Assignment system automatically distributes conversations to available agents, balancing workload based on availability and specific competencies of each operator.
Real-Time Monitoring
The Monitor function provides a real-time overview of all active conversations, allowing supervisors to intervene when necessary and ensure high quality standards.
Customizable Operating Hours
Recognizing the importance of work-life balance, the platform allows configuring operating hours, ensuring agents aren’t disturbed outside their work shifts.
Advanced Messaging Infrastructure
Our MQTT-based architecture ensures instant and reliable message delivery, fundamental elements for quality customer support experience.
Smart Canned Responses
The canned responses system allows agents to instantly answer frequently asked questions, maintaining service quality while reducing response times. These responses are easily customizable and can be organized by category or department.
The Future of Customer Support is Collaborative
At Tiledesk, we firmly believe that the future of customer support isn’t in total automation, but in intelligent collaboration between AI and human agents. Our Human in the Loop platform represents this vision, offering tools that enhance human capabilities rather than replace them.
The perfect balance between AI efficiency and human empathy is what distinguishes excellent customer service from merely functional service. With Tiledesk, companies can offer their customers the best of both worlds: the speed and availability of AI combined with the understanding and problem-solving skills that only human agents can provide.
The future is already here, and it’s human-centric, AI-powered, and fully integrated. Welcome to the era of Human in the Loop customer support.
