AI in Customer Service: What Works, What Doesn’t, and What to Watch
The AI customer service system had a 94% accuracy rate on the test dataset. Live, in the first month, it handled
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The AI customer service system had a 94% accuracy rate on the test dataset. Live, in the first month, it handled
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She found out that two members of her team had been using a public AI tool to summarise client contracts for
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The vendor used the word ‘agent’ fourteen times in the pitch. Each time, it meant something slightly different. By the end
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Two people in the same team using the same AI tool are getting very different results. One routinely produces outputs she
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The meeting opened with a list of seventeen AI ideas. Over three hours, the team debated each one – the technical
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He approved the budget for an off-the-shelf AI platform because it looked like exactly what the business needed. The demos were
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The hardest conversation in AI consulting is not ‘your project is going to take longer than planned.’ It is ‘your project
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When a client asks me how long an AI project takes, my answer is always: it depends entirely on what happens
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The system was built. It was tested. It was demonstrably faster and more accurate than the manual process it replaced. It
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He approved the AI project in January. By November, his CFO was asking what it had actually delivered. He did not
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