Tag: contact-centre

All the articles with the tag "contact-centre".

• Deflection Is Not Resolution: The Real Economics of AI Customer Service

  Published:Sep 30, 2026 |  at 03:05 AM

  Containment and deflection rates flatter AI service deployments because they count contacts that never reached a human, not problems that were solved. Here is how to measure resolution — repeat contacts, escalation cost, wrong-answer cost and churn — and decide whether your service metrics are telling the truth.