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.
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?
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.
