Earlier this month, cloud contact center provider Talkdesk announced the first human-in-the-loop (HITL) tool for contact centers. HITL is commonly used in artificial intelligence (AI) to leverage both machine and human learning to create machine learning (ML) models. The process would be to load a bunch of data into a machine-learning algorithm to train the data. The model would run, humans would score the data, then the algorithm runs again. This happens until the AI has been fully trained and can make decisions on its own.
