Shelf Blog: Customer Service
Get weekly updates on best practices, trends, and news surrounding knowledge management, AI and customer service innovation.
AI chatbots were actively implemented in 2024. By 2025, business owners realized that 90% accuracy wasn’t enough when a customer was facing a real problem. In 2026, contact centers went even further, and now the question is no longer “Do we have AI?” but “Is our AI capable of working independently...
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...
In 1946, Ford established the first “automation department” at one of its factories. Workers laughed and criticized the idea, saying, “A machine can’t replace a human when thinking is required.” But ten years later, the assembly line was doing what used to take a person an entire day. What does...
Key Takeaways An MIT report reveals 95% of AI pilots fail. Contact centers are rushing AI deployments without the governance layer needed for success. We are seeing poor data preparation and lack of feedback loops as the leading causes of AI project failure. Organizations that implement...
Key Takeaways Poor data quality is silently killing customer support AI initiatives, regardless of how much you spend on AI models or vendors Bad data poisons AI training, routing, deflection, and agent assist, making ROI impossible to achieve The solution is proper data inventory,...