Sooner or later, any AI implementation in customer support faces one question from management: Does it actually work? Some see no measurable impact at all, while others fall short of the results they anticipated. But the real answer lies in three metrics: average handling time, first-contact...
Let’s look at a real-life scenario: A team launches an AI chatbot, the deflection rate reaches 70%, and everyone is thrilled. But just three months later, the situation changed completely. Churn rises, CSAT falls, the most valuable customers leave and the source of each problem is the same chatbot...
Customers have long been accustomed to contacting customer support whenever they encounter a problem. And of course, such customers aren’t impressed by IVR (Interactive Voice Response) menus. But you know, sometimes it’s easier to figure something out on your own than to navigate an IVR and follow...
The first contact centers appeared in the United States as early as the 1960s. Since then, they have come a long way, evolving from IVR menus to AI agents that will handle entire workflows by 2026. Contact center automation is no longer just about resolving issues. It is a vast, complex system...
The business world has changed dramatically with the rapid development of artificial intelligence. Tasks that used to take people hours to complete can now be handled by AI in just a few minutes. But even that has its limits, and in some situations, even a single agent is no longer enough....