Present At Conversa 3.0, RevComm Reveals Human Collaboration With AI

JAKARTA - In Conversa 3.0, the annual conference held by Qiscus some time ago, RevComm shared insights into hybrid intelligence, namely collaboration between humans and artificial intelligence (AI) in encouraging business productivity.

According to Andy Gozali, RevComm Indonesia Country Head, hybrid intelligence is different from traditional AI which works to optimize the entire business process. Where this hybrid intelligence excels humans in providing input and making decision sharing of the resulting analytic data.

"Therefore, with hybrid intelligence, AI does not replace humans, but rather increases human capabilities in doing work more efficiently and productively," Andy explained in his statement.

In his own smartphone system, MiiTel, RevComm has implemented hybrid intelligence technology. Where this hybrid intelligence tool is able to solve the black box problem in the call center industry, conditions when the company cannot figure out how conversations between agents and customers are made in calls.

"Moreover, the call center division in a company often has agents that are top performers and also low performers. It is difficult for companies to know what causes this gap," Andy added.

Well, by utilizing AI, MiitTel provides key metrics that can analyze conversations, such as call duration, percentage of speech between agents and customers, emotional analytics, long duration of silence in calls, and various other metrics that can be an evaluation reference.

Finally, RevComm is committed to continuing to educate about the role of AI as a leading technology solution that is able to support humans in increasing productivity and business growth.