What is Hybrid by design?
AI and humans working as one system from the start, not stitched together after.
Hybrid by design is an operating model in which AI and humans work as one system rather than in parallel silos. AI handles the bulk of conversations, humans step in where they add the most value, and AI remains involved even during human-led interactions through copilot features.
The two are designed to work together from the start, not stitched together afterward.
See it on SupportWire
Related terms
- AI as first responder Making the AI agent the default entry point for every conversation, and the end point for most.
- Invisible handoff A transition between AI and human the customer never notices. Context carries over intact.
- Proactive support Using AI to anticipate needs and offer help before a problem is raised.
- AI copilot AI that makes human agents faster: summaries, categorization, suggested answers.