How AI Is Reshaping Customer Service
AI is turning service from reactive, agent-only support into a 24/7, blended model where conversational agents resolve routine issues end-to-end, copilots supercharge humans on complex cases, and predictive analytics prevents problems before they reach the queue—raising First Contact Resolution (FCR), lowering Average Handle Time (AHT), and improving CSAT when governed well. Leaders pair automation with … Read more