Riba:
- Ikon gane abubuwan da ke haifar da jujjuyawa a bayyane da bayyane (fushi, maimaituwa, ba iyaka, babban haɗari, yanayi mai mahimmanci) da kafa saurin juyawa.
- Ikon hana asarar mahallin da sake ba da labari ta hanyar ɗaukar mahallin da ba a san sunansa ba wanda bot ya tattara zuwa wakili tare da katin canja wuri.
- Ƙarfin daidaitawa da mutane da AI ta hanyar da ke rufe raunin su da kuma juya abubuwan da ke haifar da juyawa zuwa tushen ingantawa.
Babban amfani da AI ba shine "bari AI yayi komai ba" amma a maimakon haka "bari AI ya san lokacin da zai tsaya ya bar shi ga ɗan adam." Ingancin tsarin ƙwarewar abokin ciniki ya fi bayyana a cikin mummunan lokuta: menene zai faru lokacin da bot ɗin ba zai iya gano shi ba, lokacin da abokin ciniki ya yi fushi, lokacin da batun ya sami hankali? Tsarin da aka tsara da kyau yana fahimtar waɗannan lokutan kuma yana tura su ga mutane cikin sauƙi; Tsarin da ba daidai ba zai sa abokin ciniki ya yi gwagwarmaya tare da bot kuma ya juya gwaninta zuwa bala'i. Taken wannan rukunin shine haɓakawa (canja wurin lamba daga bot ko ƙananan matakin zuwa mutum mai izini) da haɗin gwiwar ɗan adam-AI gabaɗaya.
Haɓakawa ba "raguwa" ba ne amma ɓangaren ƙira. Akasin haka, kyakkyawan zagayowar shine sau da yawa abin da ke adana gwaninta. Manufar ba shine bot don magance komai ba, amma don samun kowane abokin ciniki zuwa mafita mai kyau - amsar kansu ko mutumin da ya dace - da sauri. A cikin wannan rukunin, za mu ga abubuwan da ke haifar da sake zagayowar, ƙirar zagayowar mai santsi da rabon ɗan adam-AI na aiki.
Yaushe ya kamata a tura shi ga mutane?
Abubuwan da ke haifar da ƙaddamarwa iri biyu ne: buƙatu bayyane (abokin ciniki ya ce “haɗa zuwa wakili”) da sigina kai tsaye (tsarin fahimtar cewa abokin ciniki yana buƙatar ɗan adam). Sigina kai tsaye suna da mahimmanci saboda abokin ciniki ba koyaushe yana cewa "wakili" ba; wani lokacin sai ya kara fusata. Manyan abubuwan jan hankali:
jawo
misali
Gaggawar juyawa
buqatar budi
"Ina son magana da mutane"
nan take
Alamar fushi/rikici
"Na koshi zan fadawa lauyana"
babba, sauri
maimaita gazawar
Bot bai gane ba a karo na biyu
babba
Ya fita kan batun batun
Abin da bot bai sani ba
Matsakaici-Mai girma
babban haɗari
Kudi, lafiya, tsaro, doka
babba
m hali
Mutuwa, zamba, korafe-korafe
Nan take/mafi fifiko
babban darajar abokin ciniki
Dokar sashi na al'ada
mulkin dogara
Doka: juyawa yana haɓaka lokacin da haɗari, motsin rai, ko rikitarwa ya karu. Musamman fushi, rikici da yanayi masu mahimmanci ba wuraren da bot zai nace ba, amma zai canza da sauri zuwa ga ɗan adam.
Tukwici: Shin bot ɗin ku koyaushe ya yi wannan tambaya ɗaya: "Shin da gaske na taimaka wa wannan abokin ciniki, ko na hana su?" Idan amsar ita ce ta ƙarshe, zai fi kyau a canja wurin nan da nan. Abokin ciniki mai dadewa abokin ciniki ne da ya ɓace.
M hannu mai laushi: mahallin motsi
Laifin lamba ɗaya na mugunyar hannu shine asarar mahallin: abokin ciniki ya bayyana matsalarsa ga bot, sannan ya haɗu da wakili kuma ya sake bayyana komai daga karce. Wannan ya fusata abokin ciniki kuma yana tsawaita AHT. Kyau mai kyau yana kawo duk mahallin da bot ɗin ya tattara (a cikin sigar da ba a san su ba) zuwa allon wakili: wanene abokin ciniki (tabbatar), menene manufar su, abin da aka gwada, me yasa aka mika, menene sautin motsin rai.
Sauye-sauye mai sauƙi yana bin waɗannan matakan:
- Gano sigina: Buƙatar fayyace ko siginar fayyace (fushi, maimaituwa, baya da iyaka) an gano shi.
- Jumlar miƙa mulki cikin ladabi: Bot ɗin ya ce "Ina haɗa ku da wakili wanda zai fi taimaka muku da wannan"; Baya zargi ko jinkirta abokin ciniki.
- Ƙirƙirar taƙaitaccen mahallin: Takaitacciyar taƙaitaccen bayani (nufin, ƙoƙari, dalili, motsin rai) an isar da shi ga wakili.
- Hanyar zuwa layin da ya dace: Zuwa ga wakilin da ya dace ta batu/kwarewa/harshe.
- Idan mai zafi zai yiwu: Babban haɗari, ƙaddamar da abokin ciniki; Akalla babu asarar mahallin sifili.
- Loopback: Yadda ɗan adam ke warware ana yin rikodin don inganta gazawar bot.
Human-AI rabon aiki
A cikin tsarin lafiya, mutane da AI suna rama raunin juna. Tebur mai zuwa yana taƙaita rabon aiki:
kasuwanci
AI yana da ƙarfi
mutum yana da ƙarfi
Sauri, 24/7 shiga
✔
<w:tc><w:tcPr><w:tcW w:type="dxa" w:w="2880"/></w:tcPr><w:p><w:r><w:t>Kawo bayanai, tunawa.
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<w:tc><w:tcPr><w:tcW w:type="dxa" w:w="2880"/></w:tcPr><w:p><w:r><w:t>Taƙaice, tag, bincike
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<w:tc><w:tcPr><w:tcW w:type="dxa" w:w="2880"/></w:tcPr><w:p><w:r><w:t>Tausayi, sarrafa motsin rai
<w:tcPr><w:tcW w:type="dxa" w:w="2880"/></w:tcPr><w:p><w:r><w:t>✔
Maɗaukakiyar tunani, banda
<w:tcPr><w:tcW w:type="dxa" w:w="2880"/></w:tcPr><w:p><w:r><w:t>✔
Matakin da ke buƙatar iko
<w:tcPr><w:tcW w:type="dxa" w:w="2880"/></w:tcPr><w:p><w:r><w:t>✔
Hukunce-hukuncen da'a/na hankali
<w:tcPr><w:tcW w:type="dxa" w:w="2880"/></w:tcPr><w:p><w:r><w:t>✔
Kyakkyawan samfurin: AI yana ɗaukar yau da kullun da ilimi, ɗan adam yana ɗaukar dangantaka da yanke shawara. Zamani shine gadar da ta haɗu da waɗannan runduna biyu.
Samfura huɗu masu kwafi
1) Gano abin da ke motsa zagayawa:
Kalli tattaunawar kai tsaye a kasa. Akwai wasu abubuwan da ke haifar da haka?[bude_buƙata, fushi_crisis, maimaita_failure, out_of_scope, high_ risk(kudi/lafiya/legal), m_situation].Idan eh: {"wakili":gaskiya,"trigger":"...","gaggawa":"high/matsakaici"}Sauran: {"wakili." Idan ba ku da tabbas, juya shi zuwa gefen aminci. Magana: << rubutu>>
2) Hukunce-hukunce mai laushi:
Kuna mika abokin ciniki ga wakilin. Rubuta jumlar miƙa mulki wanda gajere ne, mai ladabi, kuma baya zargi abokin ciniki, wanda ya dace da yanayin. Matsayi: <<misali. Fushi abokin ciniki>>.Idan za a jira, bayyana shi da gaskiya. Kar a yi. Jumloli 1-2.
3) Canja wurin taƙaitaccen mahallin (zuwa wakili):
Ƙirƙirar katin mikawa wanda wakilin zai karanta (wanda ba a sani ba, babu katin / bayanan sirri): Matsayin tabbatarwa: (tabbatar / ba a tabbatar da shi ba) - Manufar abokin ciniki: - An gwada har zuwa yanzu da sakamakonsa: - Dalilin mika mulki + gaggawa: - Sautin motsin rai: - Shawarwari ga wakilin (wanda aka samo, idan akwai).Kada ku wuce layi 3-4. Magana: << rubutu>>
4) Binciken haɓaka haɓakawa bayan canja wuri:
A ƙasa akwai tattaunawar da aka mika wa mutane. Dalilai na rukuni na canji.Wadanne dalilai za a iya RAGE ta hanyar bot/ inganta sabis na kai?Wanne ya kamata ya kasance ɗan adam a cikin yanayi (tausayi / iko / haɗari)? Na dabam. Dogara da bayanai kawai. Tattaunawa: <<jerin da ba a sani ba>>
Rauni mai ƙarfi / Ƙarfi mai ƙarfi
Rawanin faɗakarwa:
Idan abokin ciniki ya yi fushi, gaya masa ya kwantar da hankalinsa kuma ya yi ƙoƙarin ajiye shi a cikin jirgin ruwa.
Cutarwa: ajiye abokin ciniki mai fushi a cikin bot yana sa gwaninta ya zama bala'i; Fadin "ka kwantar da hankalinka" yana kara fushi.
Ƙarfi mai ƙarfi:
Idan kun ga alamun fushi / rikici a cikin abokin ciniki, kada ku dage; Da sauri mika wa ɗan adam jumlar miƙa mulki cikin ladabi da samar da taƙaitaccen mahallin da ba a san sunansa ba. Kada ka gaya wa abokin ciniki don "kwantar da hankali"; Ka ce, "Ina haɗa ku da wakili nan da nan kuma in mika masa halin ku." Kar a yi.
Bambanci: saurin mika hannu, canja wurin mahallin, harshe mai tausayi, babu sadaukarwa.
uku mini lokuta
Case 1 - Canja wurin yanayi. A cikin wayar tarho, a cikin kiran da aka fara da bot kuma an canza shi zuwa mutum, abokan ciniki sun sake bayyana komai, kuma AHT ya tsawaita da matsakaicin daƙiƙa 55. Lokacin da aka matsar da katin mikawa (takaitaccen mahallin mahallin da ba a sani ba) zuwa allon wakili, an kawar da sake maimaitawa, an rage AHT da daƙiƙa 55, kuma CSAT bayan mikawa ya karu da maki 0.8 (daga cikin 5). Zamani ɗaya, gwaninta daban-daban.
Case 2 - Bot wanda ya rasa fushi. A cikin wani banki, bot ɗin yana ci gaba da ba da shawarar matakan sabis na kai ga abokin ciniki wanda ya ce, "An toshe katina na kwanaki 3, ba ni da kuɗi, zan yi hauka." Lokacin da aka ƙara siginar fushi kuma an tura irin waɗannan maganganun nan take ga mutane, korafe-korafen abokan ciniki a cikin rikicin ya ragu da kashi 60%. Bot yanzu yana karanta fushi a matsayin "alamar mika mulki".
Harka 3 - Koyo daga juyin mulki. Wani kamfani na e-commerce yayi nazarin dalilan kiran da ake wakilta ga mutane: 35% sun kasance don "daki-daki na jinkirin jigilar kaya" kuma wannan bayanin ba ya samuwa a cikin tushen ilimi. Lokacin da aka ƙara wannan bayani guda ɗaya, yawancin al'amurran da suka shafi wannan an warware su ta hanyar aikin kai; Juyin canji ya ragu da kashi 22%. Miƙawa ga ɗan adam ya zama ba kawai mafita ba, amma tushen bayanai don ingantawa.
Kuskuren gama gari
- Yin la'akari da canja wurin gazawar. Juyawa wani bangare ne na zane; Kyakkyawan juyawa yana adana gwaninta.
- Rasa mahallin. Samun abokin ciniki ya bayyana shi ga bot da kuma bayyana shi ga wakilin daga karce shine babban kisa mai gamsarwa.
- Dagewa a lokacin fushi/rikici. Waɗannan lokutan ba su ne inda bot ɗin zai yi magana ba, amma inda zai ba da wakilai da sauri.
- Komawa zuwa layi mara kyau. Mayar da abokin ciniki zuwa sashin da bai dace ba yana haifar da juzu'i biyu da fushi.
- Ba koyo daga zamani. Cibiyar da ba ta binciki dalilan da ke haifar da canji za ta fuskanci gibi iri ɗaya akai-akai.
Tsanaki: Ba koyaushe yana da kyau tsarin ya sami "ƙananan juzu'in ɗan adam ba". Idan abokan ciniki sun ci gaba da kasancewa cikin tarko a cikin bot kuma ba a warware su ba lokacin da ya kamata a canza su, ƙaramin canji yana rufe ɓoyayyun gamsuwa. Ma'auni na dama shine "canjin da ba dole ba yana da ƙasa, juyawar da ake buƙata yana da sauri kuma tare da mahallin".
a takaice
Escalation shine gwajin balaga na tsarin ƙwarewar abokin ciniki. Wakilci ba gazawa ba ne, wani ɓangare ne na ƙira kuma idan an yi daidai yana adana ƙwarewar. Ɗauki ƙayyadaddun buƙatu da sigina na zahiri (fushi, maimaituwa, ba iyaka, babban haɗari, matsayi mai mahimmanci); Kada ku dage a lokacin fushi da rikici, wakilai da sauri. Doka mafi mahimmanci: kar a rasa mahallin - matsar da duk abin da bot ɗin ya tattara zuwa wakili tare da katin sa hannun da ba a san sunansa ba. Haɗa ɗan adam da AI ta hanyar da ke rufe raunin su: AI tana ɗaukar ilimi da na yau da kullun, ɗan adam yana ɗaukar alaƙa da yanke shawara. A ƙarshe, yi amfani da kowane zagayowar azaman tushen bayanai don haɓakawa.
Aikin aikace-aikace
Rubuta matrix "handover trigger matrix" don tsarin ku: aƙalla abubuwan jan hankali 6, matakin gaggawa ga kowane, da jimlar handoff da bot zai faɗi. Sannan, ƙirƙiri saitin mika hannu mai santsi ta hanyar amfani da "1) Gano mai jawo hannun", "2) Jumlar Jumla" da "3) Takaitacciyar mahallin mika" bisa samfurin tattaunawa (abokin ciniki mai fushi). A ƙarshe, yi la'akari da waɗanne handama za a iya hanawa tare da ma'anar "4) Binciken kyautatawa bayan mikawa".
jerin abubuwan dubawa
- [ ] Na gano abubuwan da ke haifar da jujjuyawa na bayyane da bayyane (fushi, maimaitawa, haɗari, rauni).
- [] A lokacin fushi da rikici, bot ba ya dagewa, da sauri ya mika wa ɗan adam.
- [ ] A kan zagayowar, bot ɗin yana ɗaukar taƙaitaccen mahallin da ba a san sunansa ba (nufin, ƙoƙari, dalili, motsin rai) ga wakili.
- [ ] Ina jagorantar abokin ciniki zuwa madaidaicin layi na musamman/harshe.
- [ ] Na kafa sashin aiki na Human-AI don rufe rauni.
- [ ] Ina nazarin abubuwan da ke haifar da canji da inganta abubuwan da za a iya hana su.
- [ ] Ina farin cikin bin manufar "ƙananan canji" don kada ya rufe abokan cinikin da ba a warware su ba.