Shelf Blog: Customer Service

The insurance industry is one of the few that has quietly adopted artificial intelligence, without fanfare or high-profile press releases. And it’s easy to see why: for many years, a call to an insurance company took an average of 18 minutes, but today it takes less than 6. It all comes down to...

The healthcare business is now experiencing an increase in staffing requirements. With a huge amount of requests, it is nearly hard to give competent service. In such situations, there is a need to implement conversational AI in healthcare. By 2026, AI patient engagement will reduce the no-show...

Generative AI for customer service has moved from the experimental stage to core infrastructure. By 2026, 85% of CX leaders plan to launch a customer-facing GenAI solution, and companies are seeing an average return of $3.50 for every $1 invested. But there’s one caveat that’s rarely discussed...

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...

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...

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...