Hey folks, Most of us love bot deflection metrics. But I'm struggling with the hidden cost of what happens when a bot fails. When a bot asks a customer 8 questions and then escalates, the human agent has to spend 2-3 minutes just reading a transcript before they can actually help. That agent catch u
Hey folks, Most of us love bot deflection metrics. But I'm struggling with the hidden cost of what happens when a bot fails. When a bot asks a customer 8 questions and then escalates, the human agent has to spend 2-3 minutes just reading a transcript before they can actually help. That agent catch u