Voice AI is changing the customer service conversation, but enterprises still need to be careful about how they measure success. Contact centers have long used deflection as a simple way to understand the value of automation. If fewer calls reach human agents, the logic goes, the operation becomes
Voice AI is changing the customer service conversation, but enterprises still need to be careful about how they measure success. Contact centers have long used deflection as a simple way to understand the value of automation. If fewer calls reach human agents, the logic goes, the operation becomes