Latest / The AI Adoption Podcast
Deflection Is The Ugly Word Quietly Wrecking Your Customer Service
Done well, AI in customer service needs more people, not fewer. That runs against the entire case being made for it. Matt Price has built a company on exactly this claim, and he brings the evidence.
Matt Price, Founder and Chief Executive of Crescendo, argues that the industry has spent twenty years optimising for the wrong thing.
He names deflection, the practice of stopping customers reaching a human, as the metric quietly wrecking service and returns. The vendor paid only for AI resolutions has every reason to keep you inside a bot, and Crescendo instead charges only when the whole journey…
The skinny
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