AI strategy & transformation Sep 1, 2026 · 16 min read

Why customer service leaders are sounding the alarm on containment rate and establishing new AI agent 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.

AI strategy & transformation May 10, 2024 · 9 min read

why customer service companies need to supercharge off-the-shelf models

Companies are shifting their AI strategies to focus on supercharging leading models with their own data and processes. Here's why.

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AI strategy & transformation Mar 11, 2024 · 11 min read

the anatomy of an AI agent

Here’s a look at the nuts and bolts of an AI agent and what’s most important to know about how to successfully integrate them into your business.

AI strategy & transformation Jan 31, 2024 · 12 min read

is customer data safe in a world run by AI agents?

How safe is customer data in a world run by AI agents? And what do companies need to do to protect it?

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AI strategy & transformation Dec 22, 2023 · 14 min read

the biggest challenges left to tackle in customer service — and how AI can help

As this year of impressive innovation comes to a close, it’s the perfect time to think about customer service challenges and opportunities.

AI strategy & transformation Nov 30, 2023 · 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.

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AI strategy & transformation Oct 27, 2023 · 13 min read

how human do we really want our AI bots to sound?

As AI chatbots become more advanced, should they sound just like us, or retain some bot-ness?

AI strategy & transformation Sep 7, 2023 · 13 min read

what AI can’t do for customer service — and why it needs humans to coach it

AI can’t do customer service entirely on its own. Human customer service workers have to build new systems and overcome challenges to reap its benefits.