AI in customer service: why Klarna walked it back and what that teachesKlarna said AI did the work of 700 people. Then it went back to prioritizing humans. What went wrong and how to do it right.Blog · Tag
AI customer service
Everything we publish about AI customer service.
AI in customer service: why Klarna walked it back and what that teachesKlarna said AI did the work of 700 people. Then it went back to prioritizing humans. What went wrong and how to do it right.
Digital first, not digital only: hybrid human + AI serviceGartner predicts half of companies will give up on cutting human service because of AI. How to design the hybrid model.
AI on WhatsApp without ruining the experience: 10 precautions before automatingAutomating WhatsApp with AI works when the customer knows they're talking to a bot, finds the exit to a person and doesn't repeat everything. 10 precautions before you flip it on.
74% accept AI in customer service. 79% want to be able to choose a humanA Globo survey of a thousand Brazilians: 74% accept AI in customer service, but 79% want to choose to talk to a person. What that changes in the design.
How to measure an AI service agent: the metrics beyond "resolved"Measuring an AI agent by how many conversations it closed is misleading. Six metrics that show if the customer was actually served: resolution, recontact, score and cost.
9.3 for the human, 7.0 for AI: how to close that gap in customer serviceIn a survey of 1,003 Brazilians, human service scored 9.3 and AI scored 7.0. Five design adjustments to close that gap.
Custom sales and service automation: architecture, timelines and what stays with your teamAutomation that works combines AI agents and people, connected to the systems the company already uses. Architecture, governance and what stays with your team.
WhatsApp is the favorite channel of 48% of Brazilians. The omnichannel journey with AI that doesn't lose the customer48% of Brazilians prefer WhatsApp, but talk to 5 companies a quarter across channels. How AI keeps the history and doesn't make the customer repeat everything.