Containment vs resolution: the chatbot metric that misled us
A hospital chatbot reporting 80 percent containment may be resolving less than half of what patients wanted. Why the default metric misleads, and what to measure instead.
contact centre
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Voice bots in the contact centre: what actually moved cost
Voice bots are sold as headcount reduction. In an Indian hospital contact centre the cost they move is abandonment, repeats, transfers and after-hours. What to automate, what to hand off, and how to sequence it.