Straight answers. Numbers first.
Every post starts with the answer to the question in its title, then shows its work. Written for the support or CX lead deciding whether to trust an AI agent with their customers — not for the vendor.
Containment, deflection or resolution rate: what to measure?
Containment, deflection and resolution rate defined and worked through one month, and why per-resolution pricing turns the definition into your bill.
ReadHow should an AI support agent hand off to a human?
When an AI agent should hand over, what context must travel with the customer, and how handover differs on chat, email and phone, after hours included.
ReadShould your AI support agent answer the phone too?
When a voice channel is worth adding to AI chat and email, what a call costs next to a chat, what callers need to hear, and how to start without porting.
ReadWhat does AI customer support cost per conversation?
Usage, per-resolution and per-seat pricing priced against the same month of support volume — what each model charges for, which variable your bill follows, and where the cost actually moves.
ReadWhat happens when an AI phone agent doesn't know the answer?
The one behaviour to test before you trust any AI agent with your phone line: what it does when it doesn't know. The right answer, the wrong answer, and how to check in thirty seconds.
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