What really matters when evaluating AI Agents for customer service?
When considering AI Agent options, some teams don’t focus on the right evaluation criteria. Not because they aren’t rigorous – most are – but because they are only rigorous about…
-
-
How to make the case for giving your AI Agent system access
Without access to your backend systems, your AI Agent can answer questions, but it can’t take action. A customer asks to change their payment plan, they get a clear explanation,…
-
Conversation design: How to make your AI Agent communicate like your team
If nobody on your team has trained your Agent on how to communicate, it’s going to sound like an LLM when it speaks to your customers (because it is one)….
-
The new product introduction process: How to make sure your Agent is ready every time you ship
When you work at a company that’s constantly shipping new product features, keeping your knowledge base up to date can be a challenge. When you’re using an AI Agent, the…
-
How to measure the customer experience as AI scales
CSAT captures less than 10% of your conversations, and the responses you do get skew toward extremes – the delighted and the furious. The vast majority of customers say nothing…
