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What is Human-in-the-loop (HITL)?

A model where human intervention assists in the decision-making process of an automated system.

More about Human-in-the-loop (HITL):

Human-in-the-loop (HITL) integrates human expertise into automated systems, ensuring more accurate or nuanced decisions. In chatbots, HITL can be used when the bot is unsure about a user request, encounters complex queries, or needs to escalate specific issues. Instead of providing an incorrect response or defaulting to a generic reply, the chatbot can hand off the interaction to a human agent. This model ensures that users receive accurate assistance, especially in scenarios where the AI might be limited.

HITL is valuable in maintaining user trust, improving chatbot training, and offering a safety net for edge cases or unforeseen user queries.

Frequently Asked Questions

Does using HITL mean the chatbot is ineffective?

Not necessarily. While a well-trained chatbot can handle most queries, certain scenarios or complex issues may benefit from human judgment. HITL is a way to complement AI capabilities, ensuring the best possible user experience.

How does the transition from chatbot to human occur in HITL?

The transition can be seamless, with the human agent having access to the chat history to ensure continuity. Users might be informed that they are being transferred to a human, ensuring transparency in the interaction.

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