The use of Artificial Intelligence (AI) as an automated response for customer service query resolution is well established in business-to-business (B2B) spaces. Yet with recent advances in machine learning (ML) and deep learning (DL), the industry is moving towards hybrid AI.

Hybrid AI: Both Human and Machine

Hybrid AI is the use of both AI and human intelligence to maximize best-answer content. It brings together the intuitive power of human understanding and accuracy of automated analysis to create the best quality of content. Hybrid AI leverages various component technologies like Natural Language Processing (NLP), Text Summarization, Cross-Domain Insights and Automated Knowledge Bases to drive up both the volume and quality of best-answer content.

3 Notable Benefits of Hybrid AI

Adopting Hybrid AI brings countless benefits for B2B content providers. Here are three of the most important:

  • Improved customer experience – Hybrid AI helps to provide customers with a better, more personalized experience, as both machine and human intelligence are harnessed to ensure the best answers to customers’ queries.
  • Greater efficiency – Hybrid AI embraces both AI and human inputs to cost-effectively scale up response-ability.
  • Robustness and accuracy – By combining the strengths of both AI and human intelligence, hybrid AI drives up the quality of best-answer content by reducing errors while adding value to customers.


Hybrid AI is quickly becoming the standard for B2B content providers. Through combining the power of AI and human intelligence, the industry is able to take full advantage of both the speed and accuracy of automated analysis while simultaneously recognizing and leveraging the intuition of the human mind to create the best quality of content. As such, it is clear that Hybrid AI is the future of best-answer content.