Why Enterprise Leaders Are Turning to Hybrid AI for Better Customer Support

Enterprise customer experience leaders are discovering that generative AI's flexibility comes with a dangerous trade-off: accuracy. While companies may accept 80-90% accuracy rates from AI systems, the same margin of error would be unacceptable from human agents, creating a risky double standard.

Gintautas Miliauskas, CEO and Co-Founder of Mavenoid, explains the core issue: "Enterprises are experimenting with generative AI, but the reality is, in production, the accuracy isn't always there." This accuracy gap becomes especially problematic for safety-critical industries where wrong answers can create significant brand risk.

The Problem with Pure AI Approaches

Generative AI limitations:

• Creates hallucinations and non-governed outputs in safety-critical situations
• Struggles with edge cases and multi-step problem-solving
• Leaves customers frustrated when simple queries like "doesn't work" break the system

Deterministic AI limitations:

• Requires manual content creation for every new issue
• Can't handle long-tail or multi-topic queries effectively
• Demands continuous investment to maintain updated content

How Hybrid AI Bridges the Gap

The solution isn't choosing between deterministic and generative approaches—it's blending both strategically. As Miliauskas notes: "Many people fall into the trap of conflating generative AI with conversational AI. They're looking for the tool that's most conversational, rather than what truly resolves queries."

Mavenoid's hybrid approach combines:

• High-confidence deterministic responses for safety-critical steps and compliance
• Generative AI flexibility for handling long-tail queries and scalable content creation
• Visual aids and guided workflows that actually resolve customer problems rather than just explaining them

Key Takeaways for CX Leaders

• Start with problem identification: Analyze your top contact drivers and what tools (text, images, actions) actually resolve those queries
• Prioritize resolution over conversation: Focus on what resolves customer problems rather than what sounds most conversational
• Implement feedback loops: Track escalation rates, resolution rates, and handling times to continuously improve the hybrid system

The era of expecting AI to be a "magic wand" solution is ending. Successful enterprises will balance accuracy, safety, and scalability by strategically combining deterministic precision with generative flexibility.

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