Openly's Tim Kyse on deploying AI in a regulated industry without losing the human touch
Openly runs high 90s CSAT and 99% chat acceptance by keeping AI away from customers and behind the scenes. Tim Kyse, VP of Customer Experience at Openly, calls this experts talking to experts, where licensed professionals serve agents while AI strips administrative burden so those experts never burn out.
He traces the approach from stadium ad screens to scaling ClickPay through a $220M acquisition, and argues support is a company's real-time market research engine. His CX foundation holds steady, people, process, technology, and trust that takes years to build and seconds to break.
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