A funny thing (not funny “ha-ha”, funny weird) has happened to customer experience technology lately...
AI can improve speed, consistency, and efficiency in customer support. It can also damage trust very...
Many, if not most AI customer support deployments fail. Not because the technology itself is broken,...
AI didn’t just reduce support volume, it made it way more unpredictable.
AI support vendors can make anything look easy in a demo.
Many customers are about to stop contacting support themselves, where possible.
Customers trust voice support because it feels human. Unfortunately, AI can sound human, too.
Humans-in-the-loop AI is becoming one of the safest ways to scale AI customer support without sacrif...
Customers want quick answers, but they also want to feel heard. The challenge isn’t choosing between...
Cisco is forecasting a significant jump in agentic AI handling support interactions end-to-end.