AI customer support vs live chat: deciding when to automate and when to escalate to humans
Compare AI vs live chat for customer support to decide which requests to automate, design handoff rules and SLAs, and run experiments to protect CSAT.
SLA & Escalations
Create effective SLA and escalation processes to prioritize urgent customer issues, reduce resolution times, and maintain consistent service quality.
AI-to-Human Handoff: How to Design It Without Frustrating Customers
Design an AI to human handoff that avoids repeats and noisy tickets: define triggers, pack compact context, route ownership, set SLAs, and measure outcomes
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