Ovum Report: Directly is reshaping customer support through crowd-powered AI


Posted by Ovum

Offloading customer inquiries to the wisdom of the crowd

We have partnered with Ovum to provide you complimentary access to their insightful new report. 


Key takeaways include:

- Directly's model of crowdsourcing human insights has a dual purpose of offloading support to outside experts and training AI-automated answers

Machine learning algorithms target the right expert with the right response to ensure accuracy in interacting with customers

- The gig economy model will help reshape support organizations with the inevitable shift in the labor market from fixed to fluid

- The solution enhances front-line productivity, saves labor costs, and achieves quick customer resolution