Here’s a look at why containment rate fails as an automation metric, and measures of success that can be tapped instead, such as automated resolutions.
AI can’t do customer service entirely on its own. Human customer service workers have to build new systems and overcome challenges to reap its benefits.
Best practices for knowledge management to make the most out of generative AI for CX automation while ensuring it remains relevant, accurate, and safe.
While the potential for generative AI is fascinating, we asked experts within Ada how the tech can actually be implemented right now for customer service.
There's a key feature to powering personalization at scale. We'll show you it applies to customer goals and intents that vary widely depending on the industry.
