In The Financial Brand article, “Beyond Efficiency: How Human-in-the-Loop AI Is Redefining
the Contact Center,” Chris DeLambo, Division Vice President of Agentic AI Solutions at TaskUs,
says that this approach improves employee retention and customer lifetime value through
faster resolutions.
He highlights the need for specialized mental health support for agents handling complex
calls and talks about the smart approach of building defined knowledge bases to prevent
AI hallucinations.
Overall, the article explores how banks are moving past simple cost-cutting with AI to leverage it for strategic value. It details how human-in-the-loop AI improves fraud detection by analyzing vocal patterns, transforms contact centers into continuous learning engines and necessitates new support systems like licensed clinicians to manage agent stress and burnout from handling only complex interactions.
