How to build a world-class AI customer service team
Templates and guidance on building a customer service team that uses both AI and human agents to their fullest potential.
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Customer Service | 12 min read
how data from AI customer service can supercharge the entire business
Here’s a deeper look at the role AI and data can play in helping companies predict everything from ROI and churn to specific customer service issues.
Sage Lazzaro
Technology Journalist
Customer Service | 12 min read
why customer service leaders are sounding the alarm on containment rate and establishing new chatbot metrics
Here’s a look at why containment rate fails as an automation metric, and measures of success that can be tapped instead, such as automated resolutions.
Sage Lazzaro
Technology Journalist
Customer Service | 11 min read
how generative AI is transforming customer service organizations
The rising cost of human-led support is a frustrating reality in customer service. Is generative AI customer service the answer?
Sarah Fox
AI Content Specialist
Customer Service | 11 min read
beyond “headless commerce:" what else is on the horizon for ecommerce?
Three main trends that smart ecommerce leaders should be keeping an eye on.
Grant Oyston
AI Product Marketing Manager