Tag: customer service
How to measure the quality of a customer service that talks to robots
Traditional customer service metrics don't work when most interactions are handled by AI. Average handling time, first contact resolution rate, CSAT: all require a rethink when the agent isn't human. Gartner has already redefined what to measure and how.
Chat, email, phone: AI still doesn’t manage them as a unified whole
51% of customers are willing to use a GenAI assistant to handle service interactions. 91% of customer service leaders are under pressure to implement AI across all channels. But orchestrating chat, email, and phone into a single intelligent workflow is harder than it looks.
Handing the customer to a human: the most critical moment in AI customer service
None of the Fortune 500 companies will have completely eliminated human customer service by 2028. 50% of organizations that had planned significant staff cuts will abandon those plans by 2027. The escalation point between AI and human is the most critical moment in modern customer service.
Client Onboarding: The Work That AI Agents Are Taking Over
By 2029, agentic AI will resolve 80% of common customer service issues without human intervention. What changes in how companies onboard new clients, and why over 40% of projects will fail before reaching production.
Public sector contact centers and AI: what works, what doesn’t
Governments have been experimenting with generative AI in contact centers for two years. Results show where it's worth investing and where risks outweigh expected benefits.
They fired them for AI, then called them back
By 2029, 30% of companies that replaced employees with AI will rehire them, often at a higher cost. Gartner data on a strategic mistake that is spreading.
