Short explainer (YouTube transcript) describing 'human in the loop' in an AI-assisted customer service context: agents prompt generative AI to draft replies, review and refine outputs with feedback and personal style, then send replies to customers; resulting customer feedback can further influence the system. The piece highlights productivity gains plus retention of human skills, expertise, and 'humanness'.
What does it mean to have a human in the loop with AI? Say you run a customer service center and you use generative AI to help create answers to your customers questions. Here's how it typically works. An agent prompts a generative AI system to write a reply for a customer support conversation, reviews the output, prompts the system with feedback or more context, and maybe adds some additional information or puts their own style on the response. Then the agent sends the revised output to a customer. The customer interaction, in turn, can yield more feedback that influences the system. As the leader of the customer service center, you gain productivity when your team uses AI. But with a human in the loop, you also tap your team's skills, expertise, and humanness.
